Senior Customer Success Manager

About Core Sound Imaging

Core Sound Imaging, a PSG company, is redefining the future of medical imaging through innovative, cloud-based technology. Our flagship platform, Studycast®, is a comprehensive PACS solution designed to enhance operational efficiency, reduce costs, and accelerate the delivery of patient care.

Studycast seamlessly integrates the entire imaging workflow — from EMR to exam, to report, and back to EMR — within a secure, cloud-based environment. Its intuitive interface enables clinicians to view diagnostic-quality images and generate structured reports anytime, anywhere, ensuring timely and informed clinical decisions. Join us in transforming how healthcare professionals manage and share imaging data through innovation, reliability, and cloud technology.

Join us in transforming how healthcare professionals manage and share imaging data through innovation, reliability, and cloud technology.

About The Role

• The Senior Customer Success Manager (Sr. CSM) serves as a trusted advisor to our top-tier customers, driving retention, adoption, and measurable business value. This role is responsible for managing high-impact client relationships, leading executive-level business reviews, and guiding customers toward outcomes that align with their operational and strategic goals.
• The Sr. CSM is an expert in understanding customer workflows, identifying areas for optimization, and framing technology solutions in business terms. Success in this role is measured by retention, account growth, and customer advocacy across an assigned portfolio of key accounts.
  
  

What You'll Do

Strategic Account Ownership 

• Own the health, retention, and growth of assigned top-tier customer accounts. 
• Serve as the senior point of contact and advisor to customer executives, IT leaders, and key stakeholders. 
• Develop and maintain account success plans that align customer objectives with measurable outcomes. 
  
  

Executive-Level Business Reviews 

• Lead quarterly and annual business reviews focused on customer business objectives, alignment between customer objectives and Core Sound initiatives/service, customer ROI, and forward-looking strategy. 
• Present product usage metrics, adoption trends, and business impact in a data-driven, consultative way. 
• Facilitate cross-functional participation (Sales, Product, Support) to ensure full alignment on customer needs and outcomes. 
  
  

Customer Value Realization 

• Translate product functionality into business value by connecting technology outcomes to operational efficiencies and ROI. 
• Proactively identify adoption gaps or process improvements that increase value realization and customer satisfaction. 
• Collaborate with Implementation, Support, and Product to drive enhancements that strengthen client outcomes. 
  
  

Growth & Opportunity Development 

• Identify and pursue expansion opportunities through consultative discovery of unmet business needs. 
• Partner with Sales to develop proposals that extend the customers’ use of our platform and deepen integration across their organization. 
• Maintain an accurate record of opportunities and engagement in CRM. 
  
  

Insight & Reporting 

• Monitor and report on customer health metrics, adoption trends, and engagement patterns. 
• Provide regular executive summaries and insights to internal stakeholders. 
• Maintain complete visibility into portfolio status and forecast risk or growth potential.
  
  

Continuous Improvement 

• Actively contribute to evolving Customer Success playbooks, reporting frameworks, and customer engagement models. 
• Leverage AI and analytics tools to summarize interactions, identify trends, and improve account strategy. 
• Serve as a subject-matter expert and peer resource in conducting business-level conversations with enterprise customers. 
  
  

Product Expertise 

• Serve as expert on Study Cast products and competitive landscape. 
• Leverage product knowledge to able to address and resolve customer issues. 
• Serve as voice of Product Management when discussion product roadmap with customers.
  
  

Qualifications

Education and Experience:

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field required. 
• 5–7 years of progressive experience in Customer Success, Account Management, or Client Services within a SaaS or technology-driven environment. Preferably, in medical imaging and/or PACS platform industry. 
• Proven history of managing enterprise-level client relationships and driving customer retention, satisfaction, and growth. 
• Experience in leading cross-functional initiatives with Sales, Product, and Support teams to enhance customer experience and achieve business outcomes. 
• Strong background in data-driven decision-making, including the use of CRM and customer success platforms (e.g., Salesforce, Gainsight, HubSpot). 
• Demonstrated ability to develop customer success strategies, optimize lifecycle engagement, and lead strategic business reviews. 
• Proven experience navigating contractual and commercial discussions with customers at the executive level.
  
  

Success Metrics

• Growth: Deliver measurable account expansion and solution adoption. 
• Retention: Meet or exceed company retention goals for top-tier accounts. 
• Engagement: Consistently lead impactful executive business reviews. 
• Product Adoption: Drive initiatives that increase customer value through product usage. 
• Advocacy: Increase number of customer references, case studies, or positive NPS responses. 
  
  

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to stand, walk, bend, or reach occasionally as part of typical office duties.
• Manual dexterity required to operate standard office equipment such as computers, keyboards, phones, photocopiers, and filing systems.
• Ability to lift and carry up to 10–20 pounds (e.g., files, office supplies) as needed.
• Ability to read and interpret documents, emails, and computer screens with or without reasonable accommodation.
• Ability to communicate clearly and effectively in person, over the phone, and in writing.
• Regular, predictable attendance is required to perform the essential functions of this role.
  
  

Core Sound Imaging, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.