Customer Success Manager- icometrix (icobrain)

GE HealthCare is seeking a Customer Success Manager to own the post-sale health of an assigned portfolio of icobrain customers. The role focuses on driving clinical utilization, renewals, account expansion, manual quality control, customer visibility, and cross-functional alignment across healthcare and technical stakeholders.

Responsibilities:

• 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
• 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
• 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
• 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

Requirements:

• 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
• 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