[Remote] Sr. Customer Success Manager
Note: The job is a remote job and is open to candidates in USA. Agfa HealthCare is a division of the Agfa-Gevaert Group focused on providing innovative Imaging IT software solutions for healthcare professionals. The Sr. Customer Success Manager will act as a strategic partner to clients, ensuring they receive maximum value from solutions while driving satisfaction, retention, and growth through relationship management and issue resolution.
Responsibilities
- Serve as the main point of contact and trusted advisor for a portfolio of clients
- Foster strong, lasting relationships with key stakeholders at all levels, including department managers and physicians
- Develop a deep understanding of each client’s business objectives and align our solutions to their goals
- Proactively manage and resolve client escalations with urgency and professionalism
- Coordinate with internal teams (support, product, services) to drive timely resolution and communication
- Identify root causes of issues and advocate for systemic improvements
- Own customer retention and satisfaction for assigned accounts, including renewal planning
- Partner with sales to identify and execute cross-sell and upsell opportunities
- Contribute to revenue growth by positioning new offerings that meet evolving client needs
- Maintain accurate and up-to-date records in CRM and success tools
- Track customer KPIs, satisfaction/relationship health scores, and risk indicators
- Prepare reports to present to clients and the leadership team
- Meet client satisfaction, retention, and growth goals as measured both internally as well as through KLAS scores
- Establish priorities and collaborate cross-departmentally
- Travel is 25-35% depending on customer needs, and can include conference attendance
Skills
- Bachelor's degree from an accredited college or university with major course work in business administration, communication, marketing, health sciences, or a related field required
- Minimum of 5 years of healthcare experience, preferably in Sales, Account Management, Customer Success, or client-facing roles required
- Has Executive presence and credibility; is confident and poised with individuals at all levels
- Works independently and can prioritize work to meet the customer's needs
- Strong relationship-building skills
- Excellent organizational and time management skills
- Strong verbal and written communication skills (including presentation skills)
- Ability to summarize, and ability to explain technical content to a non-technical executive audience
- Collaboration and consultation skills
- Positive, flexible, team player attitude
- Master's Degree in Healthcare or Business is a plus
- Professional Services experience / Implementations / Project Management is a plus
- The ideal candidate should have a strong background in the healthcare IT industry, with hands-on experience in enterprise environments
Benefits
- Career development and growth.
- Competitive salary and benefit package.
- Vacation entitlement, and paid time off.
- Variable and commission compensation opportunities for eligible roles.
- Training and career development programs.
Company Overview