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%).

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).

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

Customer Success Manager

Key skills