Customer Success Manager (Customer Adoption and Growth)

About the role

• The Customer Success Manager (CSM) is the primary architect of a customer’s early success and long-term growth. This role is uniquely weighted, with a major focus dedicated to the critical 90-day new customer ramp-up period, ensuring new customers achieve their expected usage levels and envisioned value. The remaining time will focus on driving engagement with existing customers including activities to drive cross-sell/up-sell opportunities, provide meaningful

Key Responsibilities (Duties are illustrative and not inclusive and may vary.)

The Success Ramp

• Usage & Value Realization: Execute defined set of activities designed to drive new customers to meet or

exceed their expected usage levels within the first 90 days of partnership.

• Envisioned Value Delivery: Partner with customers to ensure they are achieving the specific clinical and

operational outcomes they envisioned when purchasing Studycast.

• Onboarding to Engagement Handoff: Ensure a seamless transition from the implementation phase to active,

high-frequency platform usage.

• Product Adoption: Review customer workflow against Studycast

Portfolio Growth & Engagement

• Strategic Engagement: Execute communications and customer success activities that encourage increased

platform engagement and increased usage across the established customer base.

• Expansion & Revenue Generation: Proactively discover and develop cross-sell and up-sell opportunities,

collaborating with Sales to drive these to closure.

• Retention & Churn Mitigation: Monitor health metrics and health records to identify at-risk accounts and

execute targeted recovery plans.

Success Metrics:

Ramp-Up Metrics (Primary)

• Time to Value: Speed at which a new customer reaches their first "value milestone" on the Studycast

platform.

• Usage Attainment: Percentage of customers meeting 100% of their expected usage levels by Day 90.

• Ramp-Up Satisfaction: Customer feedback and sentiment specifically captured at the end of the 90-day

period.

Growth & Retention Metrics

• Portfolio Retention: Maintaining or improving retention as measured by both customer count and dollar

amount.

• Expansion Revenue: Overall portfolio growth driven by successful cross-sell and up-sell activities.

• Revenue Progress: The number and value of meaningful new revenue opportunities identified and

progressed.

Continuous Improvement & Innovation

• AI-Enabled Efficiency: Incorporate AI tools into daily workflows to summarize interactions, analyze adoption

trends, and draft communications during the high-touch ramp-up phase.

• Process Evolution: Provide regular input on tools and workflows to improve the effectiveness of the 90-day

success framework.

Education and Experience

• Bachelor’s degree in Business, Marketing, Communications, or a related field or equivalent work experience in medical imaging.
• 3–5+ years of experience in Customer Success, Account Management, or a related customer-facing role.
• Proven success in increasing customer adoption, upsell/cross-sell, and overall account value.
• Experience partnering closely with Sales to drive revenue growth and customer lifecycle management.
• Demonstrated ability to manage multiple accounts and build strong client relationships.
• Strong analytical skills with the ability to interpret customer data and identify growth opportunities.
• Experience with CRM and customer success platforms.
• Experience in SaaS, healthcare tech, or B2B environments preferred.

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.
• Ability to lift and carry up to 10–15 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.