Customer Success Manager

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ImageTrend

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1998

🏥 Healthcare

🏛️ Government

☁️ SaaS

💰 Private equity on 2023-03

Healthcare • Government • SaaS

ImageTrend is a software company that builds an intelligence operating system for emergency response organizations, specializing in solutions for EMS, fire departments, hospitals, government agencies, and researchers. Their platform includes ePCR (electronic patient care reporting), fire incident reporting, scheduling, license management, permits and inspections, pre-incident visual plans, unified analytics, interoperability with hospital EHRs, billing and revenue cycle features, CQI (continuous quality improvement), and AI-powered features such as AI-assisted charting, intelligent image capture, and AI checks for real-time quality assurance. ImageTrend emphasizes compliance with NEMSIS and NERIS standards, operates many state EMS repositories, and provides implementation services, training, and 24/7 US-based support. The company positions itself as a partner to emergency response agencies and healthcare organizations, leveraging the largest EMS dataset in North America to provide analytics, benchmarking, and market intelligence.

📋 Description

• Support customer growth journeys under the direction of the CSM leader • Engage a large book of assigned clients to retain accounts and maximize partnership value • Drive renewals and generate revenue expansion opportunities through proactive pipeline generation • Support client adoption, utilization, and exceptional customer experiences • Achieve or exceed recurring revenue retention, pipeline generation, and growth goals • Manage high-volume subscription cycles and enable on-time SaaS contract renewals • Inform clients about new products and features to develop up-sell and cross-sell opportunities for the Account Executive team • Prepare and process accounts for renewal and identify churn risks • Develop account retention strategies • Support professional services in identifying additional training and admin certification opportunities • Track and forecast customer health, renewal, and growth metrics and report to leadership • Collaborate cross-functionally to streamline renewal and contracting processes • Advocate for or escalate client needs and concerns • Maintain account documentation and CRM data hygiene • Participate in team meetings, trainings, leadership 1:1s, territory and pipeline reviews, and cross-functional updates • Monitor industry needs, trends, and market competition • Follow departmental standards, workflows, SLAs, metrics, and processes • Travel to customer and company events and onsite meetings as required • Perform additional duties as assigned

🎯 Requirements

• Degree or equivalent combination of education and relevant work experience • Experience and demonstrated success renewing and retaining customer contracts, up-selling, advocacy, or engagement, preferably in a SaaS-based organization • Experience providing high customer satisfaction and driving product value in a high-volume environment • Ability to drive customer adoption, long-term retention, and wallet expansion • Ability to work independently in a collaborative, team-oriented environment • Strong verbal and written communication, negotiation, presentation, and interpersonal skills • Ability to influence executives or C-suite level stakeholders • Strong time management and organizational skills • High attention to detail • Strong analytical, problem-solving, and critical-thinking skills • Strong technical aptitude and knowledge of MS Office Suite, CRM, Gong, or similar tools • Familiarity with MEDDICC Selling or a similar consultative sales methodology • Ability to incorporate Force Management principles, including Command of the Message, value frameworks, and outcome-focused messaging • Knowledge or direct industry experience with fire, emergency services, healthcare, or hospitals preferred • Ability to travel based on customer and business needs, up to 25% • Must be able to work in the United States under the company’s remote work policy

🏖️ Benefits

• Annual base salary of $80,000-$100,000 USD • Bonus • Benefits • Perks • Community gains • 100% virtual/remote work anywhere in the US • Travel to regional summits, client site meetings, industry or company events, and other onsite meetings as required • Workplace accommodations for applicants with disabilities