Customer Success Manager- icometrix (icobrain)

Job description

Job Description SummaryWe're hiring a Customer Success Manager to own the post-sale health of an assigned portfolio of icobrain customers. You'll drive optimized clinical use of the tool, deliver strong year-over-year renewals, and grow utilization inside every account you touch. While the preferred candidate will carry their own book of strategic accounts they may also be asked to assist in shaping the playbooks and standards the customer success function runs on. icobrain, from icometrix — a GE HealthCare company — is FDA-cleared AI software that turns routine brain MRI into quantitative results clinicians act on across MS, dementia and Alzheimer's, ARIA monitoring, epilepsy, and TBI. Job DescriptionAbout the role icometrix, a GE HealthCare company, builds icobrain — FDA-cleared, CE-marked AI software that turns routine brain MRI into quantitative, clinically actionable measurements across multiple sclerosis, dementia and Alzheimer's disease, ARIA monitoring, epilepsy, stroke, and traumatic brain injury. We are looking for a Customer Success Leader to own the post-sale health of an assigned portfolio of icobrain accounts. The preferred candidate will personally manage a book of strategic customers and may be asked to assist in setting the standards, playbooks, and quality processes the broader customer success function runs on, and mentoring peers as the team scales. Your mandate is straightforward — customers who use icobrain well, renew. You are accountable for driving optimized, sustained clinical utilization of icobrain across your accounts, and for translating that utilization into high year-over-year renewal rates and expanding clinical adoption within each institution. What you'll do Own account health and renewals Serve as the primary post-sale relationship owner for an assigned portfolio of icobrain customers, from radiology and neurology leadership to IT, PACS administrators, and MR technologists. Build and execute account-level success plans with defined utilization targets, clinical adoption milestones, and renewal timelines. Monitor utilization data continuously, identify accounts trending toward under-use or risk, and drive corrective action well ahead of renewal. Deliver year-over-year renewal performance and grow clinical utilization — more indications, more referring clinicians, more scans analyzed — within existing accounts. Run structured business reviews that connect icobrain output to the customer's own clinical and operational goals. Lead manual quality control Execute manual quality control review on all new customer implementations to confirm that image acquisition protocols, data flow, and report output meet icobrain specifications from day one. Perform targeted QC on designated icobrain modules and workflows for existing customers, identifying protocol drift, acquisition issues, or integration faults that degrade result quality. Document QC findings, drive remediation with the customer and internal teams, and feed recurring issues back to product and engineering to improve the working model. Refine and standardize QC methodology and documentation as volume grows; train others on the process. Maintain visibility and cross-functional alignment Own and operate a repeatable process that keeps assigned accounts visible to the organization — current status, utilization trends, open issues, risk level, and renewal outlook available to sales, service, and leadership at any time. Partner closely with the GE HealthCare–icometrix sales team on renewals, expansion opportunities, and account transitions from pre-sale to post-sale. Coordinate across GE HealthCare support functions — technical support, field service, clinical applications, IT/integration, regulatory, and marketing — to resolve customer issues and remove adoption barriers. Serve as the voice of the customer internally, escalating clearly and advocating for fixes and enhancements with evidence. Lead without formal authority Set the standard for customer engagement quality and mentor other customer success team members on playbooks, QC execution, and escalation handling. Contribute to building the scalable infrastructure of the function: onboarding templates, health-scoring criteria, QC checklists, and reporting cadence. What you'll bring Required 5+ years in customer success, clinical applications, clinical education, or account management within medical imaging, medical device, healthcare IT, or clinical software. Demonstrated ownership of renewal outcomes and measurable adoption or utilization growth across a customer portfolio. Proven ability to build trusted relationships with clinical stakeholders — radiologists, neurologists, imaging directors — and with technical stakeholders such as PACS and IT administrators. Strong process discipline: you can design, document, and consistently run a repeatable customer management and reporting process. Excellent written and verbal communication, including comfort presenting to physician and executive audiences. Ability to work effectively across a large, matrixed organization to get things done. Bachelor's degree or equivalent practical experience. Ability to travel 10% of the time. Strongly preferred Direct neuroimaging experience — brain MRI acquisition, protocol optimization, or quantitative neuroimaging analysis. Clinical or technical credentials such as RT(R)(MR), radiologic technologist, MR physicist, or a neuroscience/neurology background. Working familiarity with MS, dementia and Alzheimer's disease, ARIA monitoring in the context of amyloid-targeting therapy, epilepsy, or TBI imaging workflows. Experience with DICOM, PACS integration, and clinical data workflows. Experience introducing AI or quantitative imaging software into clinical practice, including change management with skeptical clinical users. Familiarity with CRM and customer success tooling for health scoring and portfolio reporting. Ability to work Central and Pacific time working hours. How success is measured Year-over-year renewal rate across the assigned portfolio Growth in clinical utilization per account (volume, indications, active clinicians) On-time, defect-free completion of manual QC for all new customer go-lives Time to first value for new customers Accuracy and timeliness of account visibility reporting Customer satisfaction and reference-ability Location and travel Remote, United States. Customer engagement is primarily virtual; expect less than 10% travel for select onsite visits, internal meetings, and key industry conferences. #LI-KC1 We will not sponsor individuals for employment visas, now or in the future, for this job opening. For U.S. based positions only, the pay range for this position is $98,560.00-$147,840.00 Annual. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location. In addition, this position may also be eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). GE HealthCare offers a competitive benefits package, including not but limited to medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, and tuition reimbursement. Additional InformationGE HealthCare offers a great work environment, professional development, challenging careers, and competitive compensation. GE HealthCare is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law. GE HealthCare will only employ those who are