Customer Success Manager

Electromek Diagnostic Systems, Inc. provides implementation, interoperability, and training for enterprise imaging. The Customer Success Manager drives customer satisfaction, retention, and growth by supporting healthcare clients’ onboarding, adoption, ongoing optimization, and accreditation needs.

Responsibilities:

• Serve as the primary point of contact for assigned clients
• Build and maintain strong, long-term relationships with key stakeholders (clinical, technical, and executive)
• Conduct regular “check-in” reviews to gauge customer satisfaction, review ongoing support cases and projects, and evaluate gaps in workflow that Electromek could correct or provide enhancements for
• Act as the voice of the customer internally to influence service improvements
• Work collaboratively to onboard new clients with the business development team, ensuring smooth implementation and time-to-value
• Act as the customer’s champion by coordinating resources between support, project, and business development as necessary, by developing and executing customer success plans aligned with client goals
• Drive product adoption and usage through training, enablement, and best practices
• Maintain and support accreditation across the Healthcare IT product and service stack (e.g., regulatory, security, training, and interoperability standards)
• Track, document, and report accreditation status and renewal timelines
• Maintaining accreditation across our service portfolio will help to ensure you have the knowledge to identify best-fit scenarios for our customers
• Own customer retention and renewals
• Identify upsell and cross-sell opportunities aligned with client needs
• Mitigate churn risk by proactively addressing customer concerns and escalations
• Work closely with Business Development, Project, and Support teams to deliver seamless customer experience
• Provide feedback on service enhancements based on customer insights
• Deliver regular reports and insights to leadership and clients
• Use data to drive strategic recommendations and continuous improvement

Requirements:

• 5+ years of experience in Customer Success, Radiology Technologist, or PACS Administration within Healthcare IT in Radiology or Cardiology
• Strong understanding of healthcare regulations, compliance, and accreditation standards (e.g., HIPAA, HITRUST, HL7, FHIR, ONC)
• Experience managing SaaS or IT service-based solutions
• Proven track record of managing customer relationships and driving retention and growth
• Excellent communication, presentation, and interpersonal skills
• Strong organizational skills with the ability to manage multiple accounts and priorities
• Customer-centric mindset with a consultative approach
• Regulatory and compliance awareness
• Strategic thinking and problem-solving
• Cross-functional collaboration
• Attention to detail and documentation rigor
• Bachelor's degree in Healthcare Administration, Information Technology, Business, or related field preferred
• Minimum of 5 years' experience working with healthcare providers, payers, or health systems
• Familiarity with EHR/EMR systems and healthcare interoperability standards
• Experience supporting audits or certification processes
• Knowledge of data privacy and cybersecurity frameworks