Agfa HealthCare, is a division of the Agfa-Gevaert Group which is headquartered in Mortsel, Belgium and traded on Euronext Brussels (AGFB).
At Agfa HealthCare, we support healthcare professionals across the globe to transform the delivery of care. Our focus is 100% on providing best-of-suite Imaging IT software solutions that enable secure, effective and sustainable imaging data management.
From product development to implementation, our unified Enterprise Imaging Platform is purpose-built to reduce complexity, improve productivity and deliver clinical value. We use our proven track record as an innovator, our in-depth medical knowledge and our strategic guidance to help healthcare providers achieve their clinical, operational and business strategies.
The Customer Success Manager (CSM) serves as a strategic partner and advocate for our clients, ensuring they receive maximum value from our solutions while driving long-term satisfaction, retention, and growth. This role blends proactive relationship management, issue resolution, and strategic account planning with a strong focus on identifying expansion opportunities through cross-sell and upsell initiatives.
Key Responsibilities:
Relationship Management & Advocacy
Serve as the main point of contact and trusted advisor for a portfolio of clients
Foster strong, lasting relationships with key stakeholders at all levels, including department managers and physicians
Develop a deep understanding of each client’s business objectives and align our solutions to their goals
Escalation & Issue Management
Proactively manage and resolve client escalations with urgency and professionalism
Coordinate with internal teams (support, product, services) to drive timely resolution and communication
Identify root causes of issues and advocate for systemic improvements.
Retention & Growth
Own customer retention and satisfaction for assigned accounts, including renewal planning
Partner with sales to identify and execute cross-sell and upsell opportunities
Contribute to revenue growth by positioning new offerings that meet evolving client needs
Operational Excellence
Maintain accurate and up-to-date records in CRM and success tools
Track customer KPIs, satisfaction/relationship health scores, and risk indicators
Prepare reports to present to clients and the leadership team
Meet client satisfaction, retention, and growth goals as measured both internally as well as through KLAS scores
Establish priorities and collaborate cross-departmentally
Travel is 25-35% depending on customer needs, and can include conference attendance
Education:
Bachelor’s degree from an accredited college or university with major course work in business administration, communication, marketing, health sciences, or a related field required.
Master’s Degree in Healthcare or Business is a plus.
Experience:
Minimum of 5 years of healthcare experience, preferably in Sales, Account Management, Customer Success, or client-facing roles required.
Professional Services experience / Implementations / Project Management is a plus
The ideal candidate should have a strong background in the healthcare IT industry, with hands-on experience in enterprise environments. They should also have a proven track record in client-facing roles, partnering with customers to enhance and optimize their overall experience.
Fluent in both French and English (spoken and written) required.
Specific skills:
Has Executive presence and credibility; is confident and poised with individuals at all levels
Works independently and can prioritize work to meet the customer’s needs.
Strong relationship-building skills
Excellent organizational and time management skills
Strong verbal and written communication skills (including presentation skills)
Ability to summarize, and ability to explain technical content to a non-technical executive audience.
Collaboration and consultation skills
Positive, flexible, team player attitude
We offer a rewarding career in a field that impacts lives, the opportunity to work with a talented and committed team of individuals, training and career development programs, and a competitive compensation and benefits package. If you want to be part of this experience, we'll take you there!
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