EMEA - Clinical Customer Success Manager/MTRA

About AIRS Medical

AIRS Medical is a fast-growing healthcare technology company founded in 2018 and headquartered in Seoul, South Korea, with rapidly expanding U.S. EMEA and Japan operations. Built on the belief that technology should help prevent illness, not just treat it, AIRS Medical empowers people to live healthier, longer lives.

Our flagship solution, SwiftMR, is an FDA-cleared, cloud-based AI software that accelerates MRI scans by up to 50% without compromising diagnostic quality. Trusted by more than 350 hospitals and imaging centers across the U.S., including Lumexa Imaging, Northwestern Medicine, and MedStar Health / Georgetown University, SwiftMR enhances imaging efficiency, patient comfort, and clinical workflow.

AIRS Medical has been recognized with Frost & Sullivan’s Technology Innovation Leadership Awards (2023 and 2024) and as the winner of the Facebook AI Research and NYU Langone Health fastMRI Challenge (2019 and 2020), underscoring our leadership in deep learning and medical imaging AI.

As we continue expanding globally, AIRS Medical remains committed to advancing AI and robotics innovations that enhance patient care, support healthcare professionals, and redefine diagnostic efficiency.

Roles & Responsibilities

We are looking for a Customer Success Manager manager to be the trusted advisor to our customers. The expected role is to drive business value for customers through the use of SwiftMR, and engage with customers to provide our best practices to maximize the value of our solution.

• Install and configure the MRI enhancement solution at new customer sites, including optimizing MRI scan parameters and integrating with customers' IT infrastructure.
• Provide comprehensive training to customers on product usage to ensure optimal outcomes and satisfaction.
• Address and resolve inquiries related to product performance, image quality, and usage.
• Educate channel partners on product installation, MRI scan parameter setups, and best practices to ensure success.
• Work closely with the Head of Customer Success and Business Development Managers to align sales priorities, drive renewals, and implement customer success strategies.
• Align with the Product Operations team based in Seoul HQ with new version training and rollout timelines, as well as escalating cases and feature requests from customers.

Qualifications

• A BA/BS degree, radiographer qualification, or equivalent professional experience.
• 3+ years as an MRI Application Specialist or Engineer, with expertise in MRI protocol optimization, preferably in a clinical setting.

• Proven ability to troubleshoot and resolve complex technical issues, particularly related to MRI image quality.
• Interest in IT, with a willingness to learn about network and software troubleshooting.
• Demonstrated responsibility and proactiveness in addressing urgent customer inquiries and collaborating with team members to resolve issues.
• Strong verbal and written communication skills in English; proficiency in Italian/French is a significant advantage.
• Passion for staying updated on new technologies and leveraging this knowledge to deliver exceptional customer value.
• An open-minded and creative individual, well-suited to an innovative scale-up environment with the flexibility to adapt to evolving needs.
• Availability to travel primarily within the European region.
• Location: Italy

Work Conditions and Environment

• Work type: Full time under EOR
• Work from home, with occasional business travel
• Collaborate with team members around the country and the world
• Paid Time Off (30 days)
• Onboarding gifts and home office supplies
• Training & Development

Hiring Process

• Document Screening
• Cognitive Assessment
• Competency-based interview (Hiring manager, HR)
• Competency-based interview (Peer interview, HR)
• Culture-fit Interview (CEO)
• Onboarding