Customer Success Manager
Implicity
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $120,000 per year
About the role
- Manage the entire onboarding process for new clients, ensuring they are set up for success and trained effectively on Implicity’s remote monitoring platform.
- Foster and maintain strong relationships with clients, providing ongoing support and guidance to help them scale their remote patient monitoring programs.
- Address customer inquiries, troubleshoot technical issues, and coordinate with internal teams to ensure timely resolution.
- 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.
- 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.
- Develop and implement best practices, playbooks, and standardized procedures for onboarding and customer engagement.
- Serve as the primary liaison between customers and Implicity’s internal teams, keeping customers informed about platform updates, new features, and best practices.
- Lead and manage customer-specific projects, such as EHR integrations and workflow optimizations, to enhance the overall customer experience.
- Travel to medical centers across North America as needed (approximately 20%).
Requirements
- 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).
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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer successonboardingproject managementremote monitoringEHR integrationsworkflow optimizationtechnical troubleshootingcustomer engagementdata analysisbest practices development
Soft Skills
relationship managementcommunicationproblem-solvingteam collaborationcustomer supportadaptabilityleadershiporganizational skillstrainingclient advocacy