Job and recruitment contextThe
Customer Success Manager (CSM) - North America is responsible for ensuring the satisfaction, engagement, and retention of Implicity's customers in the region. This role plays a crucial part in onboarding new clients, supporting them in scaling their remote cardiac monitoring activities, and serving as the primary point of contact for all customer needs.
Reporting to the
Lead Customer Success Manager, the CSM will collaborate closely with sales, product, and clinical teams to drive customer success and influence product development based on customer feedback.
Working closely with the Lead Customer Success Manager and the US Sales team, your key responsibilities will include, but are not limited to, the following:
- Customer Onboarding & Training: Manage the entire onboarding process for new clients, ensuring they are set up for success and trained effectively on Implicity's remote monitoring platform.
- Customer Relationship Management: Foster and maintain strong relationships with clients, providing ongoing support and guidance to help them scale their remote patient monitoring programs.
- Technical Support & Issue Resolution: Address customer inquiries, troubleshoot technical issues, and coordinate with internal teams to ensure timely resolution.
- Collaboration with Sales & Product Teams: Work closely with the sales team pre- and post-sale to align on customer needs and ensure a seamless transition from sales to customer success. Act as the voice of the customer to inform internal teams and influence the product roadmap.
- Customer Success Metrics & Retention: Monitor key customer success metrics, including Net Promoter Score (NPS) and customer adoption trends, with a focus on maintaining high levels of customer satisfaction and reducing churn.
- Process Improvement & Best Practices: Develop and implement best practices, playbooks, and standardized procedures for onboarding and customer engagement.
- Customer Education & Communication: Serve as the primary liaison between customers and Implicity's internal teams, keeping customers informed about platform updates, new features, and best practices.
- Project Management: Lead and manage customer-specific projects, such as EHR integrations and workflow optimizations, to enhance the overall customer experience.
- Business Travel: Travel to medical centers across North America as needed (approximately 20%).
Preferred experienceEducation- Bachelor's degree or equivalent experience in healthcare technology, customer success, or related fields.
- Minimum of three years' experience in customer success/onboarding, preferably in the medical device or healthcare industry.
- Prior experience in remote cardiac monitoring or cardiology-related technology is highly preferred.
- Familiarity with reimbursement codes for remote monitoring and working with clinical stakeholders (physicians, nurses, and service line administrators).
- Experience managing complex projects and cross-functional teams.
- Proficiency in using CRM tools (e.g., Salesforce, Airtable) and collaboration tools (e.g., Slack, Notion).
Skills/Aptitude- Strong communication, interpersonal, and problem-solving skills with the ability to work independently.
- Exceptional ability to build relationships with clinical professionals and administrative stakeholders.
- Entrepreneurial mindset with the ability to thrive in a fast-paced, evolving environment.
- High attention to detail, analytical thinking, and problem-solving capabilities.
- Passion for customer success and a deep understanding of customer engagement strategies
- Willingness to travel as needed to support customer success initiatives.
Recruitment process1° Screening interview (either HR or Manager)
2° Job interview with Krissy (Lead Customer Success US), your future manager
3° Final interview with Lucie (COO)
4° Possible reference check and background check
Depending on your availabilities, the recruitment process should last less than 4 weeks.
General informationSalary- For this job (permanent - full time), you'll get a competitive salary depending on your experience $120k
- 10% variable pay based on annual objectives
Benefits- Extensive coverage, including dental & vision, financed at 90% by Implicity (70% for dependents)
- 401K : up to 4% match
- 25 PTO + 9 bank holidays
- Maternity (paternity) leave policy: 4 weeks (2 weeks) fully paid
Département Customer Sucess US Role Customer Success Manager Locations US Remote status Fully Remote Yearly salary $100,000 - $120,000 Employment type Full-time
