Customer Success Specialist needed at Wiraa

About The Company

ImageTrend, Inc. is a leading provider of innovative software solutions, data analytics, and services dedicated to the healthcare and emergency response communities. Located in Eagan, MN, the company specializes in connecting vital data across EMS, hospitals, community paramedicine, critical care, fire services, and public safety sectors. Their mission is to enable fully integrated, patient-centric healthcare and public safety through scalable, data-driven architectures and creative design. Committed to excellence, ImageTrend emphasizes innovation, client support, and world-class implementation to foster long-term partnerships. The organization values a collaborative culture that encourages continuous improvement and community engagement, making it a desirable workplace for top-tier talent passionate about making a meaningful difference in emergency response and healthcare sectors.

About The Role

The Customer Success Specialist at ImageTrend plays a pivotal role in managing a high-volume portfolio of clients to maximize their engagement and satisfaction with the company’s products and services. Reporting to the Director of Customer Success, this role involves building strong relationships, driving product adoption, and ensuring clients realize the full value of their investments. The specialist will proactively monitor account health, facilitate renewals, and identify opportunities for upselling and cross-selling. This position requires a customer-centric mindset, excellent communication skills, and the ability to work independently within a collaborative team environment. The role offers flexibility to work remotely across the United States, with some travel required for client meetings, onboarding, and industry events.

Qualifications

• Degree or equivalent combination of education and relevant experience
• Experience in customer advocacy, engagement, or post-sales functions, preferably within a SaaS organization
• Familiarity with customer adoption, retention, and expansion strategies
• Strong communication, negotiation, and presentation skills
• Ability to demonstrate product value in a high-volume environment
• Self-motivated with the capacity to work independently and collaboratively
• Attention to detail and strong analytical and problem-solving skills
• Technical troubleshooting abilities and escalation management
• Knowledge of the healthcare, fire, emergency services, or hospital industries is preferred
• Willingness to travel up to 25% as needed

Responsibilities

• Maintain and strengthen client relationships by driving product adoption, ensuring retention, and managing subscription renewals
• Monitor account health metrics and report findings to sales leadership and account teams
• Engage proactively with clients to review account performance and renewal opportunities
• Act as a trusted advisor, demonstrating how clients can maximize the value of products and services
• Identify and develop upsell and cross-sell opportunities to support business growth
• Advocate for customer needs, escalate issues across departments, and ensure timely resolution of technical inquiries
• Assist clients with deployment strategies and operational best practices
• Showcase the full capabilities of purchased solutions to clients, driving positive outcomes
• Inform clients about new features, products, and enhancements that can benefit their operations
• Collaborate with the Education team to recommend and support staff training initiatives
• Maintain current knowledge of product suite, industry trends, and future roadmap developments
• Provide insights and feedback based on client requests and market needs to support product and process improvements
• Achieve all set objectives, including key performance indicators and targets
• Travel as needed for client onboarding, meetings, industry events, and other onsite activities
• Perform additional duties as assigned to support team and organizational goals

Benefits

• Competitive annual salary ranging from $65,000 to $80,000 USD
• Performance-based bonuses
• Comprehensive benefits package including health, dental, and vision insurance
• Retirement plan options
• Flexible remote work arrangements within the United States
• Paid time off and holidays
• Opportunities for professional development and continuous learning
• Participation in community engagement initiatives

Equal Opportunity

ImageTrend is an equal opportunity employer committed to creating a diverse and inclusive workplace. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability, pregnancy, parental status, genetic information, political affiliation, or any other protected characteristic.

Desired Skills and Experience

Customer Service