Client Success Manager - Radiology IT

Jacobian is redefining diagnostic imaging. Formed by the merger of Smart Reporting - a pioneer in standardized, AI-driven clinical reporting - and Fluency for Imaging, the best-in-class radiology speech recognition platform, Jacobian delivers faster, more consistent reporting at scale in a single deeply integrated solution. We serve radiologists across the US, Canada, Europe, and Australia, processing more than 80 million exams per year and growing.

As a Client Success Manager for Fluency for Imaging (FFI), you own the post-go-live relationship with a portfolio of U.S. health system and radiology customers. You take each customer over from implementation, drive adoption and value realization, and are accountable for the retention and growth of your assigned accounts. You are the customer's primary Jacobian contact and the voice of the customer inside Jacobian.

You join our U.S. Client Success team, reporting to the VP Client Success , and work closely with Adoption Specialists, Implementations, Support, Sales, Product, and Marketing. Your mission: make every FFI customer measurably successful - live, adopted, and growing with Jacobian - so radiologists can report faster, accurately, and more consistently.

What You'll Do

• Own the relationship and success plan for your assigned FFI customers, including goals, stakeholders, and risks
• Take over each customer from implementation at go-live, with clear handoffs and readiness checkpoints
• Drive workflow adoption and utilization together with Adoption Specialists, including training and system optimization needs
• Brief customers on new features and releases, plan upgrades, and manage change so operational disruption is minimal
• Track account health from usage, outcomes, and sentiment, and act early on warning signals
• Lead regular status and business reviews, including agendas, meeting minutes, and follow-ups
• Build trusted relationships with radiologists, radiology and department leadership, and IT teams, up to executive level
• Support customers with questions and problems, coordinate with Support and technical teams, and proactively identify and escalate risks
• Prepare renewals, identify expansion signals, and hand them to Sales with clear context
• Collect customer feedback and enhancement requests and pass them to Product in structured form
• Keep account plans, health scores, and customer notes current in Jacobian's client success  tools