Customer Success Manager

Job Duties

About Us:

ImageTrend, Inc. is dedicated to connecting life's most important data in the healthcare and emergency response community. We deliver software solutions, data analytics and services for EMS, hospitals, community paramedicine (CP), critical care, fire, and preparedness to enable fully integrated patient-centric healthcare and public safety. Our commitment to innovation, its clients, and providing world-class implementation and support is unsurpassed. Based in Eagan, MN, ImageTrend combines business analysis, creative design and data driven architecture to offer scalable solutions and strategies for today and the future.

Employment at ImageTrend is not just about doing a job; it's about being a part of a community. We are top-notch talent, passionate about making a difference through the work we do together!

Description:

Under the direction of the CSM leader, the Customer Success Manager will support our customer growth journey. The Customer Success Manager will engage a large book of assigned clients to retain accounts and maximize value from the partnership. This role will drive the renewal process and seek revenue expansion opportunities through proactive pipeline generation while supporting high client adoption, utilization, and ensuring customers receive an exceptional experience. This role is ideal for an individual who thrives in a fast-paced environment, juggling multiple priorities, while passionately building and growing long-term customer relationships.

The CSM team helps advocate for the voice of the customer, streamline processes, and act as a liaison with internal departments to continue enhancing the strategic value of our solutions and support the achievement of our growth objectives.

What You'll Do:

Achieve or exceed recurring revenue retention, pipeline generation, and growth goals for assigned client portfolio as stipulated in the Sales Compensation Plan incentive agreement

Manage high-volume subscription cycles and maintain positive relationships with clients, ensuring retention, account growth, and enabling on-time SaaS contract renewals

Proactively inform clients of the availability and value of new products and features to develop a pipeline of up-sell and cross-sell opportunities for the Account Executive team

Proactively communicate and engage with clients to prepare and process the account for renewal, and identify any risk of churn to develop account retention strategies as needed

Support the professional services team in identifying and recommending additional training & admin certification opportunities

Track and forecast customer health, renewal, and growth metrics across the assigned book of clients and provide reporting to leadership as requested

Collaborate cross-functionally to streamline renewal and contracting processes, and advocate or escalate client needs and concerns to ensure high client satisfaction

Maintain account documentation and hygiene, including capturing, updating, and reporting pertinent or required data in the CRM, or other systems as required

Attend and actively participate in meetings, including but not limited to recurring team meetings, trainings, and 1:1's with leadership, territory or pipeline reviews, Community Updates, Marketing, Product or cross-functional updates and other meetings as required

Stay informed of industry needs or potential trends and market competition

Adhere to departmental standards, workflows, SLA's and other metrics or processes as required

Travel to regional summits, client site meetings, industry or company events, and other onsite meetings as required

Additional duties as assigned

Requirements:

Degree or the equivalent combination of education and relevant work experience

Experience and demonstrated success with renewing & retaining customer contracts, up-selling, advocacy, or engagement, such as post-sales account management or business development functions, preferably in a SaaS-based organization

Experience and demonstrated success providing a high level of customer satisfaction and the ability to showcase and drive product value in a high-volume environment, ensuring customer adoption, long-term retention, and wallet expansion

Proven to be a self-starter and work independently within a highly collaborative and team-oriented environment

Strong verbal and written communication, negotiation, presentation, and interpersonal skills, with the ability to influence executives or c-suite level

Strong time management and organizational skills, with the ability to thrive in a fast-paced environment, while quickly adjusting to changing priorities

High attention to detail and strong analytical, problem-solving and critical thinking skills

Strong technical aptitude to learn new systems and knowledge of MS Office Suite, CRM, Gong or other similar technologies tools

Familiarity with MEDDICC Selling, or another similar consultative sales methodology and ability to incorporate Force Management principles, including Command of the Message, value frameworks, and outcomefocused messaging

Knowledge or direct industry experience with fire, emergency services, healthcare or hospitals preferred

Ability to travel based on customer and business needs and the location of customers, up to 25%

This role can be performed 100% virtually anywhere in the US while following our Remote Work Policy. Deadline to apply is at least 3 days after the posting date listed.

Position Salary Range: The annual base salary range for this full-time role is $80,000- $100,000 USD + bonus + benefits + perks + community gains. Within the range, individual pay is determined by job-related skills, education or training and other relevant qualifications.

ImageTrend is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities.

If you are unable to submit your application because of incompatible assistive technology or a disability, please contact us at 952-469-1589, and ImageTrend will reasonably accommodate qualified individuals with disabilities to the extent required by applicable law.

ImageTrend participates in the Electronic Employment Verification Program (E-Verify) to validate employee Form I-9 documentation. Please visit everify.gov to learn more.

Minimum Education Required

High School Diploma or Equivalent

Minimum Experience Required

None

Shift

First (Day)

Number of Openings

1

Public Transportation Accessible

Yes

Veterans Encouraged to Apply

No

Physical Required

Yes

Drug Test Required

Yes

Compensation

$80,000.00 - $100,000.00 / Annually

Postal Code

55121

Job Type

Full Time

Place of Work

On-site

Requisition ID

dAhEmouPPhb6PYenf01yuI

Job Benefits

Not specified