[Hiring] Client Success Manager @Jacobian

Role Description

As a Client Success Manager for Fluency for Imaging (FFI), you own the post-go-live relationship with a portfolio of U.S. health system and radiology customers. You take each customer over from implementation, drive adoption and value realization, and are accountable for the retention and growth of your assigned accounts. You are the customer's primary Jacobian contact and the voice of the customer inside Jacobian.

You join our U.S. Client Success team, reporting to the VP Client Success, and work closely with Adoption Specialists, Implementations, Support, Sales, Product, and Marketing. Your mission: make every FFI customer measurably successful - live, adopted, and growing with Jacobian - so radiologists can report faster, accurately, and more consistently.

What You'll Do

• Own the relationship and success plan for your assigned FFI customers, including goals, stakeholders, and risks
• Take over each customer from implementation at go-live, with clear handoffs and readiness checkpoints
• Drive workflow adoption and utilization together with Adoption Specialists, including training and system optimization needs
• Brief customers on new features and releases, plan upgrades, and manage change so operational disruption is minimal
• Track account health from usage, outcomes, and sentiment, and act early on warning signals
• Lead regular status and business reviews, including agendas, meeting minutes, and follow-ups
• Build trusted relationships with radiologists, radiology and department leadership, and IT teams, up to executive level
• Support customers with questions and problems, coordinate with Support and technical teams, and proactively identify and escalate risks
• Prepare renewals, identify expansion signals, and hand them to Sales with clear context
• Collect customer feedback and enhancement requests and pass them to Product in structured form
• Keep account plans, health scores, and customer notes current in Jacobian's client success tools

Qualifications

• Experience in client success, account management, or customer-facing delivery in enterprise software or healthcare IT
• Experience in radiology, imaging, or broader healthcare IT environments strongly preferred, including familiarity with clinical workflows and medical terminology
• Credibility with clinical and IT stakeholders at health systems
• Familiarity with system integrations (e.g., HL7) and SaaS delivery models
• Comfort with data, metrics, and systems thinking
• Strong written and verbal communication skills, including leading customer calls and producing clear documentation
• Well organized across multiple accounts; able to align stakeholders and handle escalations calmly without formal authority
• Bachelor's degree or equivalent experience; strong working knowledge of MS Office and client success tools
• Willingness to travel up to 20% of the time

Benefits

• Comprehensive health insurance available from day one
• 401k contributions, employer match up to 5%