Customer Success Manager- icometrix (icobrain)

Role: Customer Success Manager for icobrain AI software, responsible for ensuring post-sale account health, clinical utilization, and renewals across a portfolio of healthcare providers. Responsibilities include managing relationships with radiology and neurology stakeholders, developing success plans, monitoring utilization data, and driving adoption growth. The role also involves executing manual quality control on image protocols, data workflows, and report outputs to ensure quality standards, as well as collaborating with internal teams to resolve issues and enhance customer experience. Additionally, the manager will establish and refine processes for account visibility, contribute to setting customer engagement standards, and mentor team members. Qualifications: minimum 5 years in customer success, clinical applications, or healthcare IT within medical imaging or clinical software, with proven renewal and adoption results. Skills include strong relationship-building with clinical and technical stakeholders, process discipline, and effective communication. Preferred experience encompasses neuroimaging, brain MRI protocols, clinical workflows (MS, dementia, ARIA, epilepsy, TBI), and familiarity with DICOM/PACS, AI software implementation, and customer success tools. The position is remote in the U.S., with less than 10% travel required. Success metrics include renewal rates, utilization growth, onboarding quality, and customer satisfaction. The role supports clinical AI applications for neurological indications, primarily in a post-sale, account management capacity.