Customer Success Manager

About Rosenfield Health

We are a specialist provider of innovative software solutions designed specifically for radiology departments across the UK. Our tools help NHS and independent healthcare providers streamline imaging workflows, enhance diagnostic efficiency, and deliver better patient outcomes. With a growing installed base of 30 active customers, we are now expanding our Customer Success team to ensure these customers achieve maximum value from our platform and continue to grow with us.

Role Overview

We are looking for an experienced Customer Success Manager with a strong clinical radiography background to join our team on a permanent, fully remote basis. This is a customer-facing role focused exclusively on our UK customer base. You will act as the trusted advisor and primary point of contact for our radiology customers, driving high retention rates, deep product adoption, and proactive identification of upsell and expansion opportunities.

Your deep understanding of radiology workflows, PACS systems, and the challenges faced by radiographers and PACS managers will be critical in helping customers realise the full potential of our software while building long-term strategic relationships.

Key Responsibilities

• Own the end-to-end relationship with assigned UK customers, ensuring exceptional satisfaction, retention, and advocacy.
• Conduct regular health-checks, business reviews, and optimisation sessions to maximise platform adoption and clinical value.
• Proactively identify risks to retention and work with customers and internal teams to resolve issues quickly.
• Leverage your radiography and PACS expertise to deliver tailored training, best-practice guidance, and workflow consultations.
• Spot and qualify upsell and cross-sell opportunities within existing accounts, working closely with the Sales team to close expansions.
• Gather customer feedback and insights to influence our product roadmap and future development priorities.
• Collaborate with Implementation, Support, and Product teams to ensure seamless customer experiences from onboarding through ongoing success.
• Track and report on key customer success metrics (renewal rates, Net Promoter Score, usage/adoption, expansion revenue).

Essential Requirements

• Qualified radiographer with current, relevant clinical experience in the UK healthcare system (NHS or independent sector).
• Demonstrable background working in radiology departments, ideally with direct experience managing or heavily using PACS (Picture Archiving and Communication Systems).
• Strong understanding of radiology workflows, imaging processes, and the operational challenges faced by PACS managers, radiographers, and radiology IT teams.
• Proven track record in a customer-facing role (Customer Success, Account Management, or Clinical Applications Specialist) within healthcare software or medical devices.
• Excellent communication and relationship-building skills, with the ability to engage confidently with clinical, technical, and administrative stakeholders at all levels.
• Self-motivated and organised, with the ability to manage a remote portfolio of customers effectively.
• Right to work in the UK and willingness to travel occasionally within the UK for key customer meetings (estimated 4–6 times per year).

Preferred Experience

• Previous role as a PACS Manager or PACS Superintendent (strongly preferred).
• Experience with radiology information systems (RIS), PACS, or other clinical imaging software.
• Track record of successfully retaining and expanding software accounts in a B2B healthcare environment.
• Familiarity with SaaS metrics and customer success tools (e.g., ChurnZero, Gainsight, or similar).

What We Offer

• Competitive salary + performance-related bonus (tied to retention and expansion targets).
• Fully remote working with flexible hours.
• Opportunity to make a real impact in a growing company with a close-knit team.
• Professional development support, including relevant clinical or customer success training.
• 25 days holiday + bank holidays.

If you are a radiographer who has lived and breathed PACS management and want to use that expertise to help other UK radiology teams succeed while growing your career in customer success, we would love to hear from you.

• To apply, please send your CV and a short covering note explaining why your radiography/PACS background makes you the right fit for this role.