Job Description

Join a tech company that's making a difference in healthcare
At Sectra Canada, our objective is to introduce a leading global medical IT solution to the Canadian market, with the aim of establishing ourselves as the top provider of Enterprise imaging and PACS solutions in the country. Our customers operate in some of Canada's most critical functions, and we are uniquely positioned to help them optimize patient-centered care. Our modular and scalable enterprise imaging solutions allow healthcare providers to grow from ology to ology, while providing efficiencies and advanced technology to modernize Canada's medical imaging systems, all while protecting the most sensitive information for patients and care providers.
What's exciting about this role?
At Sectra, Customer Success is about long-term partnership, not short-term support. Our Customer Success Managers sit at the intersection of technology, people, and outcomes, ensuring our customers fully realize the value of their Sectra solutions over time. As a Customer Success Manager, you are the trusted, strategic point of continuity for our customers after go-live. You connect the dots between clinical, technical, and operational conversations - helping customers navigate change, adopt new capabilities, and plan confidently for the future.
This role brings together elements of relationship management, customer advocacy, product understanding, and coordination across Sectra teams into one accountable, senior role focused on customer outcomes.
Customer Onboarding

• Support customer onboarding into Sectra products, platforms, support channels, and ways of working
• Confirm customer understanding of system ownership, escalation paths, communication channels, and ongoing responsibilities

Customer Partnership & Ownership

• Serve as the primary, long-term point of contact for assigned customers within the scope of their existing agreement
• Build strong, trusted relationships with customer stakeholders across clinical, technical, and leadership teams
• Act as the customer's advocate within Sectra, ensuring concerns, feedback, and priorities are clearly represented

Value, Adoption & Planning

• Understand how customers are using Sectra products and services, with the goal of full adoption and sustained value
• Proactively identify risks, gaps, or opportunities and coordinate the right Sectra resources to address them
• Keep customers informed of product updates, roadmap items, and changes that may impact their environment

Coordination & Communication

• Coordinate ongoing activities, questions, and escalations across Sectra teams within the existing agreement
• Set and manage expectations through clear, structured communication around entitlements, responsibilities, and timelines
• Promote and guide customers toward effective use of Sectra platforms, support channels, and the Sectra Community

Feedback & Continuous Improvement

• Collect, manage, and synthesize customer feedback related to products, services, and overall experience
• Share insights with Product, Technology, and other internal teams to support continuous improvement
• Support customers, when requested, with navigating regulatory, compliance, or organizational changes that impact their use of Sectra solutions

How we make your job meaningful and rewarding
As the newest Sectra operation, Sectra Canada has the best of both worlds. We embody the energy of a young startup while enjoying the stability of a well-established brand, vast global experience, and a product backed by 40+ years of innovation. The result? An agile, invigorating, highly supportive and fun environment that empowers our team to do their best work and make a difference in people's lives every day.
In addition to competitive salary and performance-based incentives, we offer a slew of exciting benefits and perks, including:

• Education assistance for team members to continuously enhance their knowledge
• Robust health, dental and vision benefits, effective the month following your start date
• Monthly health spending account
• RRSP matching after 3 months
• Reimbursement of home internet expense
• Minimum 4 weeks of vacation
• Hybrid Environment (3 days in-office)

So, are you a fit?
You have:

• Bachelor's degree in business, health informatics, information technology, or a related field.
• 5+ years experience working in customer success, account management, or a similar client-facing role, where trust, follow-through, and outcomes mattered
• A background in healthcare IT, enterprise software, or technical environments (e.g., support, projects, implementations, or operations)
• The ability to understand clinical and technical contexts (such as PACS or radiology workflows) and translate them into clear, practical conversations with customers
• A genuinely customer-centric mindset, with a natural tendency to anticipate needs rather than react to issues
• Strong relationship-building skills and the credibility to be seen as a trusted advisor, not just a point of contact

You also bring:

• The ability to collaborate effectively across internal teams to deliver a seamless customer experience
• Strong organizational and planning skills, allowing you to manage multiple customers and priorities with confidence
• Clear, professional written and verbal communication skills
• French is an asset
• A calm, proactive approach - comfortable working under pressure while maintaining focus and a positive, solutions-oriented attitude

Our salary range for this role falls between $115,000.00 and $137,900.00. The final salary offer will depend on several key factors, including the candidate's level of experience, their specific skill set, and the overall alignment with the job requirements. Other considerations may include the candidate's education, certifications, and any additional relevant qualifications. We aim to offer a competitive salary that reflects the value each individual brings to our team.
Equal opportunity employer
Healthcare is a universal priority, and we need people from all backgrounds to help build a healthier and safer society. Our employees are people with different strengths, interests, experiences and backgrounds, who share a passion for improving people's lives. We embrace our differences and celebrate our uniqueness, and we respect and value all of our employees' points of views. Our non-discrimination policy extends beyond recruitment practices to encompass all terms, conditions and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits and termination of employment.
Depending on the role, a mandatory background security screening might be performed as part of the recruitment process at Sectra. Please reach out to the responsible hiring team if you have any questions regarding this. Learn more about our recruitment process .

Skills Required