[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.ResponsibilitiesServe as the main point of contact and trusted advisor for a portfolio of clientsFoster strong, lasting relationships with key stakeholders at all levels, including department managers and physiciansDevelop a deep understanding of each client’s business objectives and align our solutions to their goalsProactively manage and resolve client escalations with urgency and professionalismCoordinate with internal teams (support, product, services) to drive timely resolution and communicationIdentify root causes of issues and advocate for systemic improvementsOwn customer retention and satisfaction for assigned accounts, including renewal planningPartner with sales to identify and execute cross-sell and upsell opportunitiesContribute to revenue growth by positioning new offerings that meet evolving client needsMaintain accurate and up-to-date records in CRM and success toolsTrack customer KPIs, satisfaction/relationship health scores, and risk indicatorsPrepare reports to present to clients and the leadership teamMeet client satisfaction, retention, and growth goals as measured both internally as well as through KLAS scoresEstablish priorities and collaborate cross-departmentallyTravel is 25-35% depending on customer needs, and can include conference attendanceSkillsBachelor's degree from an accredited college or university with major course work in business administration, communication, marketing, health sciences, or a related field requiredMinimum of 5 years of healthcare experience, preferably in Sales, Account Management, Customer Success, or client-facing roles requiredHas Executive presence and credibility; is confident and poised with individuals at all levelsWorks independently and can prioritize work to meet the customer's needsStrong relationship-building skillsExcellent organizational and time management skillsStrong verbal and written communication skills (including presentation skills)Ability to summarize, and ability to explain technical content to a non-technical executive audienceCollaboration and consultation skillsPositive, flexible, team player attitudeMaster's Degree in Healthcare or Business is a plusProfessional Services experience / Implementations / Project Management is a plusThe ideal candidate should have a strong background in the healthcare IT industry, with hands-on experience in enterprise environmentsBenefitsCareer 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 OverviewAgfa Radiology Solutions provides DR rooms, mobile X-ray, retrofit detectors, MUSICA software, SmartXR, film, printers, and services. It was founded in undefined, and is headquartered in Mortsel, Antwerpen, BEL, with a workforce of 1001-5000 employees. Its website is https://agfaradiologysolutions.com.