US - Customer Success Manager

The Opportunity

SwiftMR helps radiology teams get high-quality MRI images in less time. For health systems, getting SwiftMR installed is only the start. These customers renew when SwiftMR is part of the everyday clinical workflow across their sites and scanners, and when leaders can see the value it delivers.

As a Customer Success Manager, you'll own a portfolio of multi-site health systems, integrated delivery networks and large imaging groups. You'll own them from go-live through renewal. Your main goal is retention: making sure every customer uses SwiftMR routinely, sees measurable results, and renews.

You'll own renewal readiness and manage each account the way a strong seller manages a complex deal. You'll know who decides, what they measure, and how decisions get made long before the contract comes up. Sales leads the commercial negotiation, and you'll make sure they go in with the value evidence and relationships to win it.

What you'll do

Drive adoption across the health system

• Lead new customers through the 90-day adoption playbook, from agreeing success criteria to the first documented value review.
• Track scanner activation, exam utilization and protocol adoption across every site, and close gaps between high- and low-adopting locations.
• Work with Professional Services to standardize protocols and workflows across sites

Own renewal readiness

• Agree with each customer on the outcomes that matter to them, such as scan time reduction, exam capacity and utilization across sites. Track and document those results well before renewal.
• Identify the leaders who control the renewal budget, such as imaging service line leaders, administrators and finance leaders, and build relationships with them early, not just at contract time.
• Understand how each customer will judge SwiftMR at renewal across clinical, technical, financial and strategic factors, and shape that judgment with evidence.
• Map how renewals get approved, including value analysis committees, IT and security reviews, procurement and contracting timelines. Start 180 days before renewal so nothing is a surprise.
• Find the operational and clinical problems SwiftMR solves for each site, such as backlogs, patient wait times and scanner capacity, and connect SwiftMR's value directly to them.
• Develop strong internal champions in radiology and imaging leadership, keep them equipped with results, and act quickly when a champion leaves or changes role.
• Partner with Sales on renewal strategy and negotiation, providing the value evidence, stakeholder insight and risk picture that shape pricing and terms.
• Keep account plans, stakeholder maps and renewal forecasts current in Salesforce so risk is visible to leadership.

Protect retention

• Monitor customer health monthly in Salesforce and lead the response when an account moves to Watch or At risk.
• Build and run recovery plans for at-risk accounts, bringing in Professional Services, Sales and executive sponsors.
• Respond to risk signals, including falling utilization, leadership changes, mergers and system consolidation, technical issues, and scanner replacement or competing reconstruction options.

Prove value to executives

• Run executive business reviews that show operational, clinical and financial outcomes against the customer's own measures of success.
• Build relationships across clinical, operational and executive levels, from technologists and radiologists to department directors and system leadership, including through on-site visits.

Improve how we work

• Contribute to churn post-mortems and help refine the health score and playbooks.
• Share customer feedback with Product and Engineering.

What you bring

• Experience in MRI or radiology, such as work as an MRI technologist, in clinical applications, or in a radiology-focused commercial or customer role.
• 5+ years in customer success, account management or clinical applications, ideally in medical imaging or healthcare technology.
• A track record of protecting renewals, including multi-year and multi-site contracts, in close partnership with Sales.
• A disciplined approach to account planning: you know who holds the budget, who your champions are, what the customer measures, and how their decisions get made.
• Experience navigating health system decision processes, including value analysis committees, procurement and IT security review.
• Comfort presenting to executive audiences and building relationships with budget holders.
• Strong Salesforce skills for managing accounts, renewals, forecasts and customer health.
• Willingness to travel up to 50% for customer visits and executive meetings.

Nice to have: familiarity with DICOM, PACS or imaging IT; experience at an AI or medical device company; experience with health system mergers or consolidations