Manager - Client Success

Company Description

At Intelerad, we believe the path to answers in healthcare should be clear-whether you are waiting for a diagnosis or trying to expedite one. Our medical imaging solutions streamline the flow of information, simplifying complex processes, maximizing efficiencies, and shining a light on the unknown. We empower physicians to get patients the answers they need faster and improve outcomes for everyone. With more accessible imaging, we are getting patients out of the dark.

Headquartered in Raleigh, NC and Montreal, Intelerad has nearly 800 employees located in offices across four countries. The company empowers nearly 2,000 healthcare organizations around the world with the speed, scalability, and simplicity needed to increase business performance while, most importantly, improving patient outcomes. Intelerad's modern enterprise solutions have been acknowledged by a Best in KLAS recognition, ranking #1 for PACS Asia/Oceania in the 2021 Best in KLAS: Global Software (Non-US) report.

Job Description

Role Overview

The Manager, Client Success leads a team of Client Success Managers to ensure clients achieve their desired outcomes while maximizing value from Intelerad's products and services. This role combines people management with strategic client relationship ownership, driving retention, growth, and satisfaction across an assigned portfolio while fostering a culture of client obsession, continuous improvement, and collaboration.

Key Responsibilities

• Lead, coach, and develop a team of 3-5 Client Success Managers by conducting regular one-on-ones, performance reviews, and professional development planning, setting clear performance expectations and KPIs, supporting hiring, onboarding, and training of new team members, and fostering a culture of client obsession and continuous improvement.
• Drive retention, expansion, and satisfaction metrics for assigned portfolio by ensuring successful adoption and utilization of Intelerad products, standardizing client engagement practices using playbooks, quarterly business reviews, and executive business reviews, monitoring and improving client health scores proactively, and identifying expansion opportunities within existing accounts while documenting value realization and ROI for clients.
• Maintain direct responsibility for 5-10 strategic client relationships by conducting executive and quarterly business reviews, serving as escalation point for complex client issues, building relationships with key stakeholders at VP and C-level, and acting as trusted advisor for clients' strategic initiatives.
• Partner cross-functionally by collaborating with Sales on renewal and expansion strategies, working with Professional Services on implementation success, engaging with Support to resolve technical issues efficiently, coordinating with Product team on client feedback and enhancement requests, and working with Finance on contract and billing matters while preparing and presenting team performance metrics to leadership, analyzing portfolio data to identify trends and risks, and maintaining accurate documentation in Planhat and ServiceNow.

Qualifications

Qualifications & Experience

• 5+ years of experience in client-facing roles such as Client Success, Account Management, or similar functions
• 2+ years of people management experience
• Bachelor's degree, or equivalent experience
• Proven track record of meeting retention and growth targets
• Experience with SaaS business models and metrics
• Strong presentation skills with executive-level communication ability
• Proficiency with CRM systems such as Planhat or Salesforce
• Ability to influence without direct authority and navigate complex stakeholder relationships
• Strong analytical mindset with ability to translate data into actionable insights

Preferred Qualifications & Special Requirements

• Healthcare IT or medical imaging industry experience
  • Knowledge of PACS, RIS, or enterprise imaging systems
• Experience with Intelerad or competitor products
• Project management certification
• NetSuite or similar ERP experience
• Expert communication skills for both technical and business audiences
• Strong emotional intelligence for managing team dynamics and client relationships
• Ability to manage competing priorities in a fast-paced environment
• Proficiency in virtual collaboration tools and remote team management
• Cultural sensitivity for global team and client interactions

Travel Requirements
• Willingness to travel up to 20%

Supervisory Responsibilities
• This role manages a team of Client Success Managers with full supervisory responsibilities including performance management and coaching, goal setting and career development, resource allocation and workload distribution, recognition and corrective action as needed, and team meetings and development initiatives.

This job description is not a comprehensive list of tasks or requirements and Intelerad reserves the right to change it at any time.

Additional Information

All your information will be kept confidential according to EEO guidelines.

All applicants meeting minimum qualifications will be required to complete a 30 minute online assessment as part of your application.

Intelerad is committed to the principles of equal employment. We are committed to complying with all federal, state and local laws providing equal employment opportunities and all other employment laws and regulations. Applicants, employees and former employees are protected from employment discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age , disability and genetic information (including family medical history). Intelerad is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.

Intelerad is committed to ensuring equal employment opportunity for qualified individuals with disabilities. Intelerad uses the Americans with Disabilities Act ("ADA")as a standard for global recruiting and hiring purposes. This prohibits discrimination against qualified individuals with disabilities. The ADA defines "disability" as a physical or mental impairment that substantially limits one or more of the major life activities of an individual, a record of such impairment, or being regarded as having such an impairment