Customer Success Manager

Customer Success Manager

• Applications are considered on a rolling basis
• Multiple locations
• Remote

I"m interested

• Applications are considered on a rolling basis
• Multiple locations
• Remote

Job Description

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 stakeholders
• Develop a comprehensive understanding of each customer"s business, organizational priorities, challenges, and use of Sectra solutions
• Monitor customer engagement, product utilization, and other relevant data to identify opportunities to increase adoption and value
• Conduct regular customer touchpoints and strategic discussions to understand priorities, communicate updates, and maintain alignment
• Coordinate customer escalations across internal teams, ensuring appropriate visibility, communication, and follow-through
• Advocate for the customer internally by communicating feedback, needs, and emerging trends to the appropriate teams
• Partner cross-functionally with Customer Operations, Sales, Product, Service Enablement, and other teams to support the overall customer experience
• Ensure customers understand their existing agreements, entitlements, available services, and relevant Sectra resources
• Proactively communicate upcoming changes, releases, initiatives, or other developments that may impact customers
• Identify customer risks and opportunities early and work with internal stakeholders to develop appropriate action plans
• Support customer discussions related to changing regulatory, compliance, or operational requirements when appropriate
• Contribute to the development and continuous improvement of Customer Success practices, processes, and ways of working
• Provide guidance, support, and mentorship to other team members and contribute to a collaborative Customer Success environment
• Participate in the Manager On-Call rotation as required

Work with great people

Erwin Krikken

Support Engineer & Project Engineer

"The atmosphere is always good, and my colleagues are the best. I enjoy working at Sectra and I hope that this will continue in the future."

Sofia Adolfsson

UX Designer

"There is no sense of prestige at Sectra, no hierarchy. Everyone is listened to regardless of their position."

Erwin Krikken

Support Engineer & Project Engineer

"The atmosphere is always good, and my colleagues are the best. I enjoy working at Sectra and I hope that this will continue in the future."

Sofia Adolfsson

UX Designer

"There is no sense of prestige at Sectra, no hierarchy. Everyone is listened to regardless of their position."

Erwin Krikken

Support Engineer & Project Engineer

"The atmosphere is always good, and my colleagues are the best. I enjoy working at Sectra and I hope that this will continue in the future."

Sofia Adolfsson

UX Designer

"There is no sense of prestige at Sectra, no hierarchy. Everyone is listened to regardless of their position."

Erwin Krikken

Support Engineer & Project Engineer

"The atmosphere is always good, and my colleagues are the best. I enjoy working at Sectra and I hope that this will continue in the future."

Sofia Adolfsson

UX Designer

"There is no sense of prestige at Sectra, no hierarchy. Everyone is listened to regardless of their position."

Erwin Krikken

Support Engineer & Project Engineer

"The atmosphere is always good, and my colleagues are the best. I enjoy working at Sectra and I hope that this will continue in the future."

Sofia Adolfsson

UX Designer

"There is no sense of prestige at Sectra, no hierarchy. Everyone is listened to regardless of their position."

Adam Alsegård

Software Engineer

"I believe Sectra is a great company, with the possibility for personal growth."

Carl Folkesson

Software Engineer

"In every part of my work there is a problem that needs to be analyzed and resolved, and the feeling when you finally resolve that problem is one of the best feelings in the world."

Johan Carlegrim

General Manager

"For me, Sectra is a great place to work. While everyone at Sectra is highly skilled and professional, they are also easy-going and friendly."

Ahmed Aouicha

Support Engineer

"My passion is helping people, and I like the responsibility that comes with my role."

Hanna Bäcker

First Line Support and Upgrade Coord

"Our customers often call us during emergencies, and we have to solve their problems quickly. It's clear that our work has a real impact on patients" lives."

Sonia Maria

Account Manager

"Sectra is a great place to work. From the fantastic work atmosphere to the cooperation between employees, to the freedom to do our job to deliver the best solutions to the customers.""

Lindsay van Ballegooij

Account Manager

"Our customers are passionate and take part in the development of our products. Every customer visit gives me new ideas and insights which can be taken back to my colleagues.""

Zoe Varricchio

Project Manager

"Regardless of how long you have been with our organization, your ideas are always taken into consideration, and provided that they are worthwhile, they tend to be implemented."

Stephanie Dahl

Project Manager Global Search

"From day one, Sectra has felt like home for me. Working with great people, many of who I consider to be close personal friends is a luxury I do not think I will be able to find elsewhere."

Johan Uppman

Software Engineer

"My journey at Sectra started with a summer job at Sectra Communications. After that, I was hooked."

Rober Kloosterman

Support engineer

"I began working a couple of days a week as a support assistant during my studies. Combining the theory from my studies with practical, real-world experience was a great way to learn."

Skills & Requirements

Skills & Requirements

What We're Looking For

• 10+ years of professional experience within medical imaging, healthcare IT, or a closely related healthcare technology environment, with significant experience working directly with customers
• Strong understanding of medical imaging environments, healthcare technology, and the needs of complex healthcare organizations
• 1-3+ years of supervisory, team lead, or people management experience
• Demonstrated experience building and maintaining relationships with complex healthcare customers and key stakeholders
• Ability to establish credibility and communicate effectively with stakeholders at multiple levels, including senior and executive-level customer contacts
• Experience navigating escalations and complex customer situations with sound judgment and professionalism
• Strong communication, presentation, negotiation, and relationship-management skills
• Ability to understand customer information, product utilization, and organizational needs and translate those insights into meaningful actions
• Demonstrated ability to work effectively across multiple internal teams and influence outcomes without relying solely on direct authority
• Strong organizational skills with the ability to manage multiple customers, priorities, and competing needs
• Ability to think strategically while remaining comfortable managing day-to-day customer needs
• Ability to work across multiple time zones, including occasional after-hours support when required
• Ability to travel up to 50%

Strongly Preferred

• Experience with PACS, enterprise imaging, radiology workflows, or other medical imaging technologies
• Experience supporting large, complex, or multi-site healthcare organizations
• Experience working with enterprise healthcare technology implementations, services, or long-term customer partnerships
• Experience mentoring, coaching, or developing other customer-facing professionals
• Experience contributing to or improving customer-facing processes and ways of working

Why Sectra

At Sectra, you'll work in a collaborative environment where people are trusted to take ownership, share ideas, and work across teams to solve meaningful problems. Our organization is relatively flat, giving employees opportunities to work closely with colleagues across functions and contribute directly to the customer experience.

You'll also have the opportunity to build long-term relationships with healthcare organizations and help customers get the greatest possible value from technology that supports patient care.

Other information

• We recruit on an ongoing basis, and the goal is for the right candidate to start as soon as possible
• The salary range for this position is $130,000-$150,000, based on experience and qualifications
• Sectra provides a competitive total rewards package including comprehensive benefits, retirement plan with matching, and career development programs

Sectra celebrates diversity and is proud to be an equal opportunity employer. We are committed to an inclusive environment for all employees and applicants and will make all employment-related decisions without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability, or veteran status.

Great Place to Work

• Making a difference

• Great colleagues

• Personal development

• Innovation & technology

• Global environment

• Working close to customers

• Göra skillnad

• Personlig utveckling

• Global miljö

• Grymma kollegor

• Innovation och teknologi

• Kundfokus

• Gør en forskel

• Personlig udvikling

• Globalt miljø

• Fantastiske kollegaer

• Innovation & Teknologi

• Arbejde tæt på kunderne

• Je maakt écht verschil

• Persoonlijke ontwikkeling

• Duurzaamheid

• Leuke collega's

• Innovatie & Technologie

• Werk samen met medische professionals

• Gjøre en forskjell

• Personlig utvikling

• Globalt miljø

• Fantastiske kollegaer

• Innovasjon og teknologi

• Arbeide nær kunder

About the company

Sectra develops and sells cutting-edge solutions for medical IT and cybersecurity. We help hospitals and those who are training future healthcare personnel to improve their efficiency so that patients can receive better care. We also support and help defense, authorities, and critical social functions to secure their communication against eavesdropping and protect their systems against unauthorized access. This is how we create conditions for a healthier and safer society.

One thing that identifies us at Sectra is our customer obsession- our ability and willingness to understand, create value for and stand up for our customers. This shared priority is at the core of our culture. Our customers describe this as having the knowledge to meet expectations, the passion to exceed them. As we hire for attitude and ability - train for skill, we happily expand your knowledge, if you bring the passion and willingness to learn.

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I"m interested

Sectra

Multiple locations | Remote

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