Customer Success Manager North America - US

Implicity is a digital MedTech company delivering cardiac remote monitoring solutions powered by Big Data and Artificial Intelligence. The Customer Success Manager will manage customer onboarding, relationships, technical support, retention, education, and customer-specific projects while collaborating with sales, product, and clinical teams across North America.

Responsibilities:

• 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%)

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
• 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)
• 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
• Prior experience in remote cardiac monitoring or cardiology-related technology is highly preferred