Customer Support Manager

Customer Support Manager

Application

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Department: Commercial

Reports To: Head of Customer Success

Location: Remote (United States)

Travel: 0-55%

H-1B Visa Sponsorship: Not Available

Position Summary

The Customer Support Manager serves as the primary point of contact for first- and second-level customer support for Subtle Medical customers and distributors. This role is responsible for delivering exceptional customer service by troubleshooting technical issues, resolving customer inquiries, and collaborating across multiple teams to ensure successful outcomes.

In addition to customer support, this position partners closely with the Customer Success, Product, Platform, and IT Implementation teams to support customer onboarding, software deployments, upgrades, and ongoing optimization. The ideal candidate combines strong clinical imaging expertise with excellent problem-solving and communication skills.

Key Responsibilities

Customer Support

• Serve as the first- and second-level support contact for customers and distributors.
• Respond to customer support requests, technical issues, complaints, and product inquiries in a timely and professional manner.
• Troubleshoot software, workflow, and image quality issues to identify and implement effective resolutions.
• Provide outstanding customer service while maintaining clear and consistent communication throughout the support process.

Cross-Functional Collaboration

• Partner with Product, Platform, Engineering, and Customer Success teams to investigate, track, and resolve escalated customer issues.
• Monitor support cases and provide regular updates to customers and internal stakeholders.
• Identify recurring issues and communicate trends that may lead to product or workflow improvements.

Customer Success & Implementation

• Assist the Customer Success team with customer onboarding and implementation activities.
• Support protocol optimization by providing scanner parameter recommendations and image quality assessments.
• Partner with the IT Implementation team to coordinate software licensing, installations, upgrades, and customer deployments.
• Participate in customer training and workflow optimization initiatives as needed.

Quality & Regulatory

• Support and participate in Quality Management System (QMS) processes for Subtle Medical AI/ML Software as a Medical Device (SaMD) products.
• Participate in audits, investigations, training, and other activities related to data protection and regulatory compliance.
• Ensure compliance with all applicable company policies, quality standards, and regulatory requirements.

Additional Responsibilities

• Analyze customer support trends and recommend improvements to products, workflows, and customer experience.
• Maintain accurate documentation of customer interactions and issue resolutions.
• Occasionally work outside normal business hours, including evenings or weekends, to support customer needs or critical implementations.

Required Qualifications

Clinical Experience

• Minimum of 5 years of experience in MRI imaging.
• Strong understanding of MRI image quality, imaging artifacts, and protocol optimization.
• Experience working with multiple scanner manufacturers and field strengths (1.5T, 3T, PET/CT, etc.) is strongly preferred.
• Working knowledge of DICOM images, DICOM tags, and DICOM viewing software

Education & Certifications

Required

• ARRT certification in MRI

Preferred

• Bachelor's degree in Radiologic Sciences, Health Sciences, Information Technology, or a related field.

Preferred Experience

• Previous experience as an MRI Technologist.
• Previous experience in Customer Support, Pacs Admin, Clinical Applications, Applications Specialist, Customer Success, or a similar customer-facing healthcare technology role.
• Experience supporting AI software, imaging informatics, PACS, or medical imaging workflows is highly desirable.

About Subtle Medical

Subtle Medical is a global leader in AI-powered medical imaging, using deep learning to enable faster, safer, and smarter scans. Our technology helps healthcare providers deliver high-quality imaging more efficiently-reducing scan times, improving image quality, and expanding access to care without the need for new hardware.

We are on a mission to transform the imaging experience for both providers and patients. By building responsible AI solutions that integrate seamlessly into existing workflows, we help radiology teams operate more efficiently while improving the patient experience-especially for those who struggle with long or difficult exams. Our vision is a world where every patient has access to timely diagnosis, high-quality care, and better health outcomes.

Subtle Medical offers a robust, multi-modality portfolio across MRI, PET, and CT, and continues to invest heavily in research and development. Our team includes leading radiologists, scientists, and engineers from top institutions such as Stanford, Harvard, and MIT, as well as industry veterans from GE, Philips, and Siemens.

Recognized by TIME as one of the World's Top HealthTech Companies (2025) and named to CB Insights' GenAI 50, Digital Health 150, and AI 100, Subtle Medical is helping shape the future of medical imaging. Today, our solutions are deployed on over 1,000 scanners worldwide, supporting hospitals and imaging centers in delivering faster scans, improved diagnostic quality, and better patient care.