[Hiring] Customer Success Manager @AIRS Medical Inc

Role Description

As a Customer Success Manager, you’ll own a portfolio of multi-site health systems, integrated delivery networks, and large imaging groups. You’ll own them from go-live through renewal. Your main goal is retention: making sure every customer uses SwiftMR routinely, sees measurable results, and renews.

• Drive adoption across the health system
• Lead new customers through the 90-day adoption playbook, from agreeing on success criteria to the first documented value review.
• Track scanner activation, exam utilization, and protocol adoption across every site, and close gaps between high- and low-adopting locations.
• Work with Professional Services to standardize protocols and workflows across sites.
• Own renewal readiness
• Agree with each customer on the outcomes that matter to them, such as scan time reduction, exam capacity, and utilization across sites. Track and document those results well before renewal.
• Identify the leaders who control the renewal budget, such as imaging service line leaders, administrators, and finance leaders, and build relationships with them early, not just at contract time.
• Understand how each customer will judge SwiftMR at renewal across clinical, technical, financial, and strategic factors, and shape that judgment with evidence.
• Map how renewals get approved, including value analysis committees, IT and security reviews, procurement, and contracting timelines. Start 180 days before renewal so nothing is a surprise.
• Find the operational and clinical problems SwiftMR solves for each site, such as backlogs, patient wait times, and scanner capacity, and connect SwiftMR’s value directly to them.
• Develop strong internal champions in radiology and imaging leadership, keep them equipped with results, and act quickly when a champion leaves or changes role.
• Partner with Sales on renewal strategy and negotiation, providing the value evidence, stakeholder insight, and risk picture that shape pricing and terms.
• Keep account plans, stakeholder maps, and renewal forecasts current in Salesforce so risk is visible to leadership.
• Protect retention
• Monitor customer health monthly in Salesforce and lead the response when an account moves to Watch or At risk.
• Build and run recovery plans for at-risk accounts, bringing in Professional Services, Sales, and executive sponsors.
• Respond to risk signals, including falling utilization, leadership changes, mergers and system consolidation, technical issues, and scanner replacement or competing reconstruction options.
• Prove value to executives
• Run executive business reviews that show operational, clinical, and financial outcomes against the customer’s own measures of success.
• Build relationships across clinical, operational, and executive levels, from technologists and radiologists to department directors and system leadership, including through on-site visits.
• Improve how we work
• Contribute to churn post-mortems and help refine the health score and playbooks.
• Share customer feedback with Product and Engineering.

Qualifications

• Experience in MRI or radiology, such as work as an MRI technologist, in clinical applications, or in a radiology-focused commercial or customer role.
• 5+ years in customer success, account management, or clinical applications, ideally in medical imaging or healthcare technology.
• A track record of protecting renewals, including multi-year and multi-site contracts, in close partnership with Sales.
• A disciplined approach to account planning: you know who holds the budget, who your champions are, what the customer measures, and how their decisions get made.
• Experience navigating health system decision processes, including value analysis committees, procurement, and IT security review.
• Comfort presenting to executive audiences and building relationships with budget holders.
• Strong Salesforce skills for managing accounts, renewals, forecasts, and customer health.
• Willingness to travel up to 50% for customer visits and executive meetings.
• Nice to have: familiarity with DICOM, PACS or imaging IT; experience at an AI or medical device company; experience with health system mergers or consolidations.

Benefits

• Work alongside a global and diverse team.
• Flexible and remote-friendly work environment.
• Opportunities for professional growth and development.
• Meaningful work that improves healthcare outcomes.
• A culture built on ownership, collaboration, and continuous learning.
• The opportunity to make a measurable impact in a fast-growing company.