Customer Success Manager (Migration to Portfolio growth & retention)

Core Sound Imaging • Raleigh, NC

2d • Onsite

About The Position

The Customer Success Manager’s mission for its first 12 months is to migrate an assigned portfolio of legacy accounts to Studycast platform, owning the migration end to end for each account, from kickoff through go-live and confirmed post-migration adoption. As each account completes migration, the CSM transitions into portfolio management for that account, focused on retention and growth, consistent with the broader CSM role. The CSM serves as the trusted advisor and primary point of contact for assigned accounts throughout the customer journey. During the initial stages of the relationship, the CSM’s primary focus is on ensuring successful migration and adoption. As customers complete the transition, the role shifts toward driving customer satisfaction, retention, value realization, and identifying opportunities for growth and expansion.

Requirements

• Bachelor’s degree in Business Administration, Healthcare Administration, Information Technology, Communications, or a related field preferred. Equivalent relevant professional experience may be considered in lieu of a degree.
• 3–5 years of experience in Customer Success, Account Management, Client Services, Implementation, or a related customer-facing role.
• Experience working in a SaaS, healthcare technology, medical imaging or other technology-driven environment preferred.
• Demonstrated experience managing a portfolio of customer accounts and serving as the primary customer point of contact.
• Experience supporting customer implementations, migrations, onboarding, or technology transitions.
• Proven ability to build trusted relationships with customers and engage effectively with both day-to-day contacts and senior stakeholders.
• Experience identifying and mitigating customer churn and retention risks, including developing and executing action plans for at-risk accounts.
• Experience identifying growth, expansion, or upsell opportunities in partnership with Sales and other internal teams.
• Strong ability to manage customer escalations, coordinate cross-functional resources, and drive issues through resolution.
• Ability to analyze customer health, adoption, engagement, and other account data to identify risks and opportunities.
• Strong project management and organizational skills with the ability to manage multiple customer initiatives simultaneously.
• Excellent written, verbal, presentation, and interpersonal communication skills.
• Experience with CRM and Customer Success platforms such as Salesforce, HubSpot, or similar tools preferred.

Nice To Haves

• Migration Execution: Percentage of assigned customer migrations completed on schedule, measured against the agreed-upon milestones and timeline established for each individual account rather than a single portfolio-wide deadline.
• Adoption Confirmation: Confirmed adoption at the defined post-go-live checkpoint for each migrated account before it moves to standard coverage.
• Retention: Maintain or improve retention across transitioned accounts as measured by churn in Annual Recurring Revenue (ARR) and customer count.
• Growth: Demonstrated account expansion through proactive identification of and ownership of expansion opportunities as measured by portfolio ARR growth.
• Revenue Opportunities: Number of meaningful new revenue opportunities identified and actively progressed with info transitioned customer accounts.
• Execution: Consistently documented action plans for at-risk and growth clients within the transitioned portion of the portfolio.
• Reporting: Timely and accurate delivery of migration progress and portfolio health reports providing clear visibility into account status, risks, and key actions.
• Team Contribution: Engagement in process improvements, knowledge sharing, and integration activities.

Responsibilities

• Serve as the primary customer-facing owner for the migration of assigned portfolio accounts from the legacy platform to Studycast, from kickoff through go-live and post-migration adoption.
• Build and maintain a migration timeline for each assigned account, coordinating with Implementation, Technical Services, and Product to sequence data conversion, configuration, and cutover activities.
• Communicate migration status, risks, and required customer actions on a regular cadence to account stakeholders, setting expectations for downtime, workflow changes, and training needs.
• Confirm that an account has completed transition (go-live plus the adoption-confirmation window) before it moves to standard retention and growth coverage.
• Own the retention and growth outcomes for each assigned account once it has completed the migration and moved into standard coverage.
• Serve as the main point of contact for client relationships, ensuring satisfaction and long-term engagement, across both migration and steady-state accounts.
• Identify clients at risk of churn using data, health metrics, and customer feedback.
• Build and execute targeted action plans to mitigate risk.
• Track and report outcomes consistently.
• Take personal ownership in discovering and developing expansion opportunities within accounts.
• Proactively recommend features, services, and integrations that add measurable client value.
• Identify expansion opportunities and drive deals to closure in partnership with Sales for transitioned accounts; this becomes a core performance metric as the portfolio moves to a steady state, not during active migration for a given account.
• Consistently follow established playbooks for migration, churn mitigation, growth initiatives, and escalation management.
• Maintain accurate client health and migration status records in CRM and tracking systems.
• Deliver timely, standardized monthly reports on migration progress and, for transitioned accounts, portfolio health, risks, and outcomes.
• Work closely with Support, Implementation, Training and Product teams to drive migration execution, customer adoption, and issue resolution.
• Share insights to influence product strategy, sales opportunities, and customer communications.
• Contribute to refining Customer Success practices as part of a merger.
• Provide input on tools, workflows, and customer trends to improve efficiency and effectiveness.
• Incorporate AI tools into daily workflows (summarizing interactions, trend analysis, drafting communications).
• Share best practices and encourage team-wide adoption of AI-enabled efficiencies.

Benefits

• Core Sound Imaging LLC dba Studycast 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level