Customer Success Manager

Spectrum Dynamics Medical develops, manufactures, sells, and services state-of-the-art nuclear medicine imaging systems. We are transforming the Single Photon Emission Computed Tomography (SPECT) imaging systems market from analog to digital detection technology, enabling hospitals and clinicians to provide superior healthcare services at significantly lower costs. We launched the world’s first digital cardiac dedicated SPECT system, the D-SPECT Cardio system, in 2007. Since then, the D-SPECT® has become the system of choice for functional cardiac imaging, with hundreds of systems sold worldwide. We then launched the VERITON® SPECT/CT, which employs identical digital detectors made of Cadmium Zinc Telluride (“CZT”). Along with ingenious hardware design, proprietary software, and proprietary algorithms, this enables imaging at unprecedented speed, with a low radiation dose, and superior image quality. The VERITON® SPECT/CT is a platform for next-generation imaging and therapy-guiding applications. Role Overview The Customer Success Manager is responsible for leading customer satisfaction and long-term customer relationships across our global medical device service organization. This is a highly customer-facing role, with frequent international travel and regular on-site visits, focused on building trust, fostering partnerships, and delivering service excellence. Position Responsibilities Drive global Customer Success and Customer Satisfaction strategy Build and maintain strong, long-term relationships with key global customers Act as the primary customer-facing owner for service experience and satisfaction Conduct frequent on-site customer visits to understand needs, expectations, and pain points Establish and manage closed-loop customer feedback processes – represent the VOC Define, deploy, and manage global customer satisfaction metrics (NPS, CSAT, CES) Lead service reviews and QBRs with strategic customers, both on-site and remotely Analyze customer feedback, identify trends, and drive continuous improvement initiatives Partner closely with regional teams to improve customer experience Manage global customer escalations and critical service issues Support customer retention and service contract renewals through strong customer relationships Key Success Metrics Strength and continuity of customer relationships Customer Satisfaction NPS / CSAT improvement (YoY) Customer Retention & Service Contract Renewal Rate Customer Complaints and Service Escalations Rate (reduction trend) Closed-Loop Feedback Completion Rate Experiences, Knowledge, Skills and Abilities Proven experience in Customer Success, Service Excellence, or Global customer-facing service roles Experience working with global, multi-region organizations (medical devices – strong advantage) Strong understanding of technical Service and Application operations in SLA-driven environments Experience with CRM, service systems, and KPI dashboards Excellent communication, relationship-building, and stakeholder management skills Strong analytical mindset with experience using CRM and service KPI dashboards Fluent English (written & spoken) High willingness to travel internationally – frequent travel (~50%)