Customer Success Manager

🔥 5 minutes ago

🇺🇸 United States – Remote

💵 $100k - $150k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 5%

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AIRS Medical

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

💼 Consulting

🏭 Manufacturing

Healthcare • Consulting • Manufacturing

AIRS Medical is a company specializing in innovative MRI solutions with its flagship product SwiftMR™, which leverages artificial intelligence and robotics to enhance MRI scan speed and accuracy. Their technology is FDA 510(k)-cleared, allowing substantial reductions in scan time while maintaining high-quality imaging. AIRS Medical has proven its prowess in the fastMRI Challenges, enhancing accelerated brain scans. The company is at the forefront of improving MRI diagnostics through deep learning-based image reconstruction, actively contributing to the field of preventative healthcare. Headquartered in South Korea, AIRS Medical is extending its influence globally, providing solutions that significantly advance MRI efficiency and diagnostic performance.

📋 Description

• 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. • Agree with customers on important outcomes, track and document results before renewal, and provide value evidence. • Identify renewal budget holders and build relationships with them early. • Understand renewal approval processes, including value analysis committees, IT and security reviews, procurement and contracting timelines. • Develop internal champions in radiology and imaging leadership. • Partner with Sales on renewal strategy and negotiation. • Maintain account plans, stakeholder maps and renewal forecasts in Salesforce. • Monitor customer health monthly and lead responses to Watch or At risk accounts. • Build recovery plans for at-risk accounts with Professional Services, Sales and executive sponsors. • Respond to utilization, leadership, technical, merger, consolidation and competitive risk signals. • Run executive business reviews showing operational, clinical and financial outcomes. • Build relationships with clinical, operational and executive stakeholders, including through on-site visits. • Contribute to churn post-mortems, refine health scores and playbooks, and share feedback with Product and Engineering.

🎯 Requirements

• 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. • Familiarity with DICOM, PACS or imaging IT is nice to have. • Experience at an AI or medical device company is nice to have. • Experience with health system mergers or consolidations is nice to have.

🏖️ Benefits

• Work alongside a global and diverse team • Flexible and remote-friendly work environment • Opportunities for professional growth and development • Meaningful work that improves healthcare outcomes • A culture built on ownership, collaboration, and continuous learning • The opportunity to make a measurable impact in a fast-growing company

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