Customer Success Manager

MedTech is a company that builds clinical kits, apparel, and training gear for EMT and paramedic programs. They are seeking a Customer Success Manager to manage active EMS and paramedic program accounts, ensuring account growth and addressing potential issues proactively.

Responsibilities:

• Own a book of active EMS and paramedic program accounts from day one. Every reorder is yours to manage
• Take handoff of newly signed accounts from Sales, process each one’s first order, and onboard the program
• Work the reorder cadence with program directors on purchase-order accounts, and drive student adoption on custom-link accounts
• Grow each account’s kit and apparel usage toward its measured potential
• Spot at-risk accounts and work them before they lapse
• Answer account questions by phone and email. This is a phone-first role
• Find and work upsell opportunities inside your book (equipment, SIMBODIES, practi-meds)
• Keep CRM records current on every account you manage

Requirements:

• Comfortable with pay built on commission. Your paycheck floor is minimum wage for your location, and your real income comes from the commission structure
• Background in EMS
• Strong phone presence. This role is phone-first, and most of your day is spent talking to schools
• Organized enough to manage a large book, starting at 80 accounts, without letting any of them go quiet
• Comfortable reaching out first on renewals, reorders, and at-risk accounts instead of waiting for inbound
• A laptop or desktop, a reliable phone, and stable internet
• Able to work within our current tech stack, including HubSpot and Shopify
• Authorized to work in the United States
• You've managed a book of accounts before, in customer success or account management
• Background in EMS education or EMS leadership
• Experience with B2B relationships that run on reorders and renewals
• Experience selling or driving adoption of an apparel or merchandise program