Senior Customer Success Manager

Core Sound Imaging • Raleigh, NC

6h

About The Position

The Senior Customer Success Manager (Sr. CSM) serves as a trusted advisor to our top-tier customers, driving retention, adoption, and measurable business value. This role is responsible for managing high-impact client relationships, leading executive-level business reviews, and guiding customers toward outcomes that align with their operational and strategic goals.
The Sr. CSM is an expert in understanding customer workflows, identifying areas for optimization, and framing technology solutions in business terms. Success in this role is measured by retention, account growth, and customer advocacy across an assigned portfolio of key accounts.

Requirements

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field required.
• 5–7 years of progressive experience in Customer Success, Account Management, or Client Services within a SaaS or technology-driven environment.
• Proven history of managing enterprise-level client relationships and driving customer retention, satisfaction, and growth.
• Experience in leading cross-functional initiatives with Sales, Product, and Support teams to enhance customer experience and achieve business outcomes.
• Strong background in data-driven decision-making, including the use of CRM and customer success platforms (e.g., Salesforce, Gainsight, HubSpot).
• Demonstrated ability to develop customer success strategies, optimize lifecycle engagement, and lead strategic business reviews.
• Proven experience navigating contractual and commercial discussions with customers at the executive level.

Nice To Haves

• Preferably, in medical imaging and/or PACS platform industry.

Responsibilities

• Strategic Account Ownership
• Own the health, retention, and growth of assigned top-tier customer accounts.
• Serve as the senior point of contact and advisor to customer executives, IT leaders, and key stakeholders.
• Develop and maintain account success plans that align customer objectives with measurable outcomes.
• Executive-Level Business Reviews
• Lead quarterly and annual business reviews focused on customer business objectives, alignment between customer objectives and Core Sound initiatives/service, customer ROI, and forward-looking strategy.
• Present product usage metrics, adoption trends, and business impact in a data-driven, consultative way.
• Facilitate cross-functional participation (Sales, Product, Support) to ensure full alignment on customer needs and outcomes.
• Customer Value Realization
• Translate product functionality into business value by connecting technology outcomes to operational efficiencies and ROI.
• Proactively identify adoption gaps or process improvements that increase value realization and customer satisfaction.
• Collaborate with Implementation, Support, and Product to drive enhancements that strengthen client outcomes.
• Growth & Opportunity Development
• Identify and pursue expansion opportunities through consultative discovery of unmet business needs.
• Partner with Sales to develop proposals that extend the customers’ use of our platform and deepen integration across their organization.
• Maintain an accurate record of opportunities and engagement in CRM.
• Insight & Reporting
• Monitor and report on customer health metrics, adoption trends, and engagement patterns.
• Provide regular executive summaries and insights to internal stakeholders.
• Maintain complete visibility into portfolio status and forecast risk or growth potential.
• Continuous Improvement
• Actively contribute to evolving Customer Success playbooks, reporting frameworks, and customer engagement models.
• Leverage AI and analytics tools to summarize interactions, identify trends, and improve account strategy.
• Serve as a subject-matter expert and peer resource in conducting business-level conversations with enterprise customers.
• Product Expertise
• Serve as expert on Study Cast products and competitive landscape.
• Leverage product knowledge to able to address and resolve customer issues.
• Serve as voice of Product Management when discussion product roadmap with customers.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 11-50 employees