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
Requirements
Experience in client success, account management, or customer-facing delivery in enterprise software or healthcare IT
Experience in radiology, imaging, or broader healthcare IT environments strongly preferred, including familiarity with clinical workflows and medical terminology
Credibility with clinical and IT stakeholders at health systems
Familiarity with system integrations (e.g., HL7) and SaaS delivery models
Comfort with data, metrics, and systems thinking
Strong written and verbal communication skills, including leading customer calls and producing clear documentation
Well organized across multiple accounts; able to align stakeholders and handle escalations calmly without formal authority
Bachelor's degree or equivalent experience; strong working knowledge of MS Office and client success tools
Willingness to travel up to 20% of the time
Benefits
Join a fast-growing, mission-driven team shaping the future of AI in radiology - building products that improve workflows and patient outcomes worldwide
This role is open to fully remote candidates based anywhere in the US
Comprehensive health insurance available from day one
401k contributions, employer match up to 5%