Customer Success Manager

Description

Job Description Statement:

The Customer Success Manager oversees and manages the daily operations for a designated customer account. This role ensures the delivery of high-quality service to customers, adherence to company policies, and the achievement of performance targets. The Customer Success Manager acts as a key liaison between the field team, vendors, customers, and corporate partners.

This role is primarily remote, allowing you to work from your home office while remaining connected to our broader Metro Detroit and West Michigan customer hospital and clinic locations. 

While the role is remote, being located in Metro Detroit region allows for:

• Occasional on-site meetings
• Local client visits
• Team events or training sessions

Culture Fit:

Strengthen Block Imaging’s mission of ‘People Matter’ by living our values of Integrity, Honor, and Growth. Make choices that foster our thriving mindsets and lead with our approach of Together, Thoughtful, and Transparent.

Essential Job Duties:

• Manage all aspects of the service relationship for assigned customers, acting as the primary point of contact and “Voice of the Customer.”
• Oversee daily service operations—including system uptime, escalations, communication, and coordination with internal and external teams—to ensure high customer satisfaction.
• Monitor equipment performance, analyze service data, and drive corrective actions, while supporting PM compliance, inventory accuracy, and service-based financial processes.
• Lead regular customer engagement through reporting, performance reviews, and proactive risk identification to maintain strong partnerships.
• Collaborate with Sales, Service Leadership, and technical teams to align business processes, support installations/projects, and enhance overall service delivery.
• Driving and vehicle operation are essential functions of this role.
• Other duties as assigned.

Requirements

Role Competencies:

• Strong understanding of business management, service delivery processes, KPIs, and organizational structures to effectively manage service operations and customer relationships.
• Excellent communication, relationship management, and presentation skills to collaborate cross-functionally, lead customer meetings, and serve as the “Voice of the Customer.”
• Advanced analytical, problem-solving, and technical interpretation skills to evaluate dashboards, manage escalations, and identify improvement opportunities.
• Solid knowledge of financial processes (POs, billing, invoicing, audits), preventative maintenance practices, equipment lifecycle, and contract coverage.
• Proven ability to multitask, manage time effectively, remain flexible, and take initiative in a fast-paced environment while coordinating projects and operational activities.

Experience and Education Requirements:

Preferred Experience

• 3-5 years of experience in service management or equivalent experience

Education (or equivalent experience)

• Bachelor’s degree in business or equivalent preferred

Preferred Certifications

• N/A

Travel Requirements:

Frequent driving up to 30%, Load, transport, deliver parts/equipment. Meet driver eligibility requirements. Minimum age 21, refer to company vehicle policy.

Physical and Environmental Requirements:

Team Members must be able to perform the essential functions of the position with or without reasonable accommodation. For questions, contact Human Resources.

This role may involve

• Ability to stand, walk, and move throughout various work environments for extended periods.
• Frequent bending, stooping, kneeling, and reaching to access and service equipment.
• Ability to lift up to 75 pounds; heavier lifting may require assistance or mechanical aids.
• Manual dexterity to handle tools, small components, and electronic parts.
• Visual acuity and color perception sufficient to read schematics, calibrate equipment, and identify wiring or indicators.
• Ability to communicate clearly with healthcare and related facility staff, as well as document service activities accurately and efficiently.
• Ability to wear required personal protective equipment (PPE) in any situation where it is necessary.
• Compliance with hospital health and safety requirements. Ability to safely operate and enter/exit vehicles, drive for extended periods and work in varied environmental conditions with potential exposure to machinery, noise