Customer Success Manager

Customer Success Manager At Sectra, we contribute to a healthier and safer society by developing solutions that help healthcare organizations operate more effectively and securely. Our success is built on long-term customer relationships, deep industry knowledge, and a commitment to delivering meaningful value throughout the customer lifecycle. About the Role As a Customer Success Manager, you will serve as a trusted partner and primary relationship point for assigned customers, helping ensure they receive long-term value from their partnership with Sectra. You will develop a deep understanding of each customer's organization, goals, challenges, and use of Sectra solutions. Working closely with teams across Customer Operations, Sales, Product, and other areas of the business, you will help drive product adoption, proactively address customer needs, coordinate escalations, and strengthen the overall customer relationship. This is a senior customer-facing role requiring strong judgment, relationship management experience, and the ability to navigate complex healthcare organizations and stakeholder groups. What You’ll Do Serve as the primary relationship point for assigned customers and build strong, long-term partnerships with key customer stakeholdersDevelop a comprehensive understanding of each customer's business, organizational priorities, challenges, and use of Sectra solutionsMonitor customer engagement, product utilization, and other relevant data to identify opportunities to increase adoption and valueConduct regular customer touchpoints and strategic discussions to understand priorities, communicate updates, and maintain alignmentCoordinate customer escalations across internal teams, ensuring appropriate visibility, communication, and follow-throughAdvocate for the customer internally by communicating feedback, needs, and emerging trends to the appropriate teamsPartner cross-functionally with Customer Operations, Sales, Product, Service Enablement, and other teams to support the overall customer experienceEnsure customers understand their existing agreements, entitlements, available services, and relevant Sectra resourcesProactively communicate upcoming changes, releases, initiatives, or other developments that may impact customersIdentify customer risks and opportunities early and work with internal stakeholders to develop appropriate action plansSupport customer discussions related to changing regulatory, compliance, or operational requirements when appropriateContribute to the development and continuous improvement of Customer Success practices, processes, and ways of workingProvide guidance, support, and mentorship to other team members and contribute to a collaborative Customer Success environmentParticipate in the Manager On-Call rotation as required