Jacobian

Customer Success Manager

• Own the relationship and success plan for assigned FFI customers, including goals, stakeholders, and risks
• Take over each customer from implementation at go-live, with clear handoffs and readiness checkpoints
• Drive workflow adoption and utilization with Adoption Specialists, including training and system optimization needs
• Brief customers on new features and releases, plan upgrades, and manage change to minimize operational disruption
• Track account health from usage, outcomes, and sentiment, and act early on warning signals
• Lead regular status and business reviews, including agendas, meeting minutes, and follow-ups
• Build trusted relationships with radiologists, radiology and department leadership, and IT teams up to executive level
• Support customers with questions and problems, coordinate with Support and technical teams, and proactively identify and escalate risks
• Prepare renewals, identify expansion signals, and hand them to Sales with clear context
• Collect customer feedback and enhancement requests and pass them to Product in structured form
• Keep account plans, health scores, and customer notes current in Jacobian's client success tools

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Client Success Manager – Radiology IT