About Christie Innomed Serving medical imaging since 1954, Christie Innomed develops, distributes, integrates, and supports innovative solutions and products that improve the performance of healthcare institutions across Canada in the fields of medical imaging and healthcare IT solutions.

Au service de l’imagerie médicale depuis 1954, Christie Innomed développe, distribue, intègre et soutient des solutions et produits innovants qui améliorent la performance des institutions de santé au Canada en imagerie médicale et solutions TI en santé.

Description du Rôle / Role Description Christie Innomed est à la recherche d’un

Gestionnaire de la réussite client (Customer Success Manager – CSM)

stratégique et axé sur le client pour se joindre à notre division des Solutions TI en santé au Canada. Ce rôle est essentiel pour favoriser la satisfaction à long terme des clients, l’adoption des produits et la croissance de l’entreprise à travers l’ensemble de notre portefeuille de solutions.

The CSM will act as a trusted advisor to clients, supporting them in the effective adoption of a broad range of products, including Christie Innomed’s Neuron suite — featuring RIS, Web Scheduling, Voice Recognition, and Business Intelligence — as well as Fujifilm’s Enterprise Imaging (EI) portfolio, including Synapse PACS, Synapse VNA, Synapse Pathology, and Synapse 3D.

Our solutions are deployed across various environments, including Neuron Sphere (private cloud), public cloud platforms (AWS, Azure, Google Cloud), and on-premises infrastructures.

Your objective will be to promote customer excellence through proactive engagement, including Quarterly Business Reviews (QBRs), while ensuring customers maximize the value of the implemented solutions.

Key Responsibilities Customer Engagement and Relationship Management Serve as the primary point of contact for assigned Healthcare IT clients across Canada. Lead strategic engagements such as Quarterly Business Reviews (QBRs) to evaluate solution performance, identify optimization opportunities,



and align business objectives.

Develop and maintain strong, trusted relationships with customer stakeholders at the clinical, IT, and executive levels. Support customers in understanding and adopting best practices, tools, and strategies required to achieve their goals through optimal use of the solutions.

Adoption and Onboarding Oversee onboarding processes and drive adoption of Christie Innomed and Fujifilm EI technologies. Collaborate closely with the sales team to ensure smooth post-sales transitions and effective post-sale readiness, ensuring successful onboarding and long-term customer success.

Work in partnership with implementation, training, and technical support teams to ensure a seamless transition from go-live to stable operations. Ensure alignment between customer expectations and product capabilities by communicating clearly and proactively regarding features, limitations, and service roadmaps.

Retention, Value Creation, and Growth Monitor account health metrics and develop engagement plans to mitigate risks and encourage continued platform usage throughout the customer lifecycle. Identify and elevate cross-sell and upsell opportunities in collaboration with sales and product teams. Support contract renewals and build long-term account strategies aligned with evolving customer needs.

Advocacy and 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. Foster customer advocacy by identifying champions and facilitating participation in case studies, testimonials, or referral programs.





Reporting and Communication Maintain detailed records of customer interactions, account health metrics, and action plans in the appropriate customer service tools. Provide regular updates to internal leadership regarding account status, risks, and engagement activities. Prepare and deliver clear, value-driven executive reports during QBRs and 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 considered an asset. Minimum of 5 years of experience in customer success management, account management, or implementation within the healthcare IT industry.

Experience with RIS, PACS, VNA, advanced visualization, or digital pathology systems is highly preferred. Solid understanding of healthcare cloud strategies and hybrid IT environments (private/public cloud/on-premises) is considered a major asset. Knowledge of the Canadian healthcare system, both public and private, and related processes.

Skills and Competencies Excellent understanding of clinical workflows and healthcare IT infrastructures. Exceptional communication, presentation, and interpersonal skills. Strong organizational, analytical, and project management abilities. Comfortable with technology and able to discuss software performance, networking, and cloud environments with IT stakeholders. Bilingualism (French and English) is considered a strong asset.

How to Apply Apply by sending your application to [email protected] . All applications will be considered; only selected candidates will be contacted.

Equal Opportunity Employer Christie Innomed is committed to diversity, inclusion, and equal opportunity. Accommodations are available upon request throughout the recruitment process. Please contact the Human Resources department at [email protected] if you require an accommodation. We will work with all candidates to meet their accessibility needs.

📌 Customer Success Manager - Solutions TI en Santé (remplacement congé maternité) - Customer Succ[...] (Sainte-Thérèse)
🏢 Christie InnoMed
📍 Sainte-Thérèse