About Christie Innomed
Serving the medical imaging sector since 1954, Christie Innomed develops, distributes, integrates, and supports innovative solutions and products that enhance the performance of healthcare institutions across Canada in the fields of medical imaging and health IT solutions.
Christie Innomed is now a leader in medical imaging and healthcare IT, with more than 250 specialists supporting over 1,500 hospitals and clinics across the country.
Job Description
Summary
Christie Innomed is seeking a strategic and client-focused Customer Success Manager (CSM) to join our Healthcare IT division in Canada. This role is essential to fostering long-term customer satisfaction, product adoption, and business growth across our full range of solutions.
The CSM will act as a trusted partner to clients, supporting them in the effective adoption of a broad suite of products, including Christie Innomed’s Neuron Suite—featuring RIS, Rendez-Vous Web, Voice Recognition, and Business Intelligence—as well as Fujifilm’s Enterprise Imaging (EI) portfolio, which includes Synapse PACS, Synapse VNA, Synapse Pathology, and Synapse 3D.
Our solutions are deployed across diverse environments, including Neuron Sphere (Private Cloud), public clouds (AWS, Azure, Google Cloud), and on-premise infrastructures.
Your goal will be to drive customer excellence through proactive engagement, particularly via Quarterly Business Reviews (QBRs), while ensuring that customers derive maximum value from the solutions implemented.
Key Responsibilities
Customer Engagement & Relationship Management
Serve as the primary point of contact for assigned Healthcare IT clients across Canada.
Lead strategic initiatives such as Quarterly Business Reviews (QBRs) to assess solution performance, identify optimization opportunities, and align with business objectives.
Build and maintain strong, trusted relationships with customer stakeholders across clinical, IT, and executive levels.
Support customers in understanding and adopting best practices, tools, and strategies to achieve their objectives through optimal product use.
Adoption & Onboarding
Oversee onboarding processes and promote adoption of Christie Innomed and Fujifilm EI technologies.
Collaborate closely with the sales team to ensure a smooth handoff and effective post-sales readiness, supporting successful onboarding and long-term customer success.
Partner with implementation, training, and technical support teams to ensure a seamless transition from go-live to steady-state operations.
Ensure alignment between customer expectations and product capabilities through clear and proactive communication about features, limitations, and product roadmaps.
Retention, Value Realization & Growth
Monitor account health indicators and develop engagement plans to mitigate risks and encourage continued platform use throughout the customer lifecycle, beyond Sales and Service NPI/NTI milestones.
Identify and elevate upsell or cross-sell opportunities in collaboration with Sales and Product teams.
Support contract renewals and develop long-term account strategies aligned with evolving customer needs.
Advocacy & Feedback
Represent customer interests internally as the voice of the customer to support continuous improvement of products and services.
Gather, synthesize, and share feedback with product management and development teams.
Promote customer advocacy by identifying champions and facilitating participation in case studies, testimonials, or referral programs.
Reporting & Communication
Maintain detailed records of client interactions, health indicators, and action plans in appropriate customer service tools.
Provide regular updates to internal leadership regarding account status, risks, and engagement activities.
Prepare and deliver clear, value-oriented executive reports during QBRs and other key customer meetings.
Job Requirements
Required Qualifications
Bachelor’s degree in healthcare administration, health informatics, information technology, or a related field. A Master’s degree is an asset.
Minimum 5 years’ experience in Customer Success, Account Management, or Implementation in the healthcare IT sector.
Experience with RIS, PACS, VNA, advanced visualization, or digital pathology systems is highly preferred.
Familiarity with healthcare cloud strategies and hybrid IT environments (private/public/on-premise) is a significant asset.
Knowledge of both public and private Canadian healthcare systems and related processes.
Skills & Competencies
Strong understanding of clinical workflows and healthcare IT infrastructures.
Exceptional communication, presentation, and interpersonal skills.
Well-organized with strong analytical and project management abilities.
Technologically proficient; able to discuss cloud, networking, and software performance with IT stakeholders.
Bilingual (French/English) is a strong asset.
How to Apply
Are you interested in this exciting challenge? Don’t hesitate—submit your application today! Please send your application to: [email protected]. All applications will be considered. Please note that only selected candidates will be contacted.
Christie Innomed develops, distributes, integrates, and supports innovative solutions and products that improve the performance of healthcare institutions across Quebec and Canada in the fields of medical imaging and healthcare information management solutions.
Christie Innomed professionals assist hospitals and clinics in optimizing their medical imaging technologies and improving their overall performance in screening, diagnosis, and treatment of patient health conditions. Christie Innomed provides all the technical and clinical support needed to enhance workflow and modality management, enabling its clients to deliver the best care possible.
To learn more, please visit our website: www.christieinnomed.com
We are committed to diversity, equity, and inclusion. Accommodations are available for all applicants throughout the recruitment process upon request. Please contact the Human Resources department at [email protected] if you require any accommodations. We will work with all applicants to meet their accessibility needs.
The use of the masculine form in this document is for the sole purpose of simplifying the text.
