Sr. Customer Success Manager

Agfa HealthCare, is a division of the Agfa-Gevaert Group which is headquartered in Mortsel, Belgium and traded on Euronext Brussels (AGFB).　

 

At Agfa HealthCare, we support healthcare professionals across the globe to transform the delivery of care. Our focus is 100% on providing best-of-suite Imaging IT software solutions that enable secure, effective and sustainable imaging data management.　

 

From product development to implementation, our unified Enterprise Imaging Platform is purpose-built to reduce complexity, improve productivity and deliver clinical value. We use our proven track record as an innovator, our in-depth medical knowledge and our strategic guidance to help healthcare providers achieve their clinical, operational and business strategies.

 

he Sr. Customer Success Manager (CSM) serves as a strategic partner and advocate for our clients, ensuring they receive maximum value from our solutions while driving long-term satisfaction, retention, and growth. This role blends proactive relationship management, issue resolution, and strategic account planning with a strong focus on identifying expansion opportunities through cross-sell and upsell initiatives.

 

Location:

• Remote: US / Canada
• Travel is 25-35% depending on customer needs.

 

What You'll Do (Responsibilities):

 

Relationship Management & Advocacy

• 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 

 

Escalation & Issue Management

• 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.

 

Retention & Growth

• 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

 

Operational Excellence

• 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

 

Who You Are:

• 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.
• Master’s Degree in Healthcare or Business is a plus.
• Minimum of 5 years of healthcare experience, preferably in Sales, Account Management, Customer Success, or client-facing roles required.
• 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. They should also have a proven track record in client-facing roles, partnering with customers to enhance and optimize their overall experience.
• 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

 

Our Values:

• Own It (I do what I say, full accountability for results, finding solutions and Practice ethical and safe behaviors)
• Play as One (Collaborate for a common goal, diverse perspectives. Listen and commu