Customer Success Manager

Mobile Health Resources LLC is hiring a Customer Success Manager to advise EMS agencies on patient experience data and quality management programs. The role also supports client onboarding and training, survey and reporting quality assurance, and client renewals.

Responsibilities:

• Analyze patient experience scores, response patterns, benchmarks, and open-ended feedback to identify strengths, emerging concerns, and opportunities for improvement across individual clients and the broader client portfolio
• Apply statistical principles to assess sample size, response bias, variation, and meaningful differences. Validate comparisons and clearly communicate what the data can and cannot support
• Develop accurate reports and presentations that connect patient experience findings with EMS clinical, operational, and workforce measures where appropriate and available
• Serve as a trusted advisor to EMS executives, quality leaders, educators, and operations teams; explain findings in the context of prehospital care and agency priorities
• Help clients identify patterns and potential quality priorities; explain how patient experience findings can inform their existing quality management programs
• Offer recommendations and quality program considerations related to communication, patient interactions, staff education, and service processes. Serve in an advisory capacity, with agency teams responsible for action planning and improvement execution
• Conduct regular data review conversations, document advice and client needs, and address barriers to dashboard use and data interpretation. Explain changes in findings without assuming that a score change proves causation
• Contribute to onboarding alongside the other designated onboarding team members. Complete assigned activities, provide client context, and support a coordinated handoff and launch
• Help clarify client goals, survey requirements, dashboard users, and reporting needs. Partner with technology and operations staff on assigned validation checks and communicate issues to the appropriate onboarding owner
• Train clients to use the platform, interpret results, and incorporate patient experience into their quality management program; maintain practical guidance and training resources
• Perform and document quality checks on survey setup, collection workflows, dashboards, and client reports, including scoring logic, filters, sample counts, and reporting periods
• Monitor data completeness, survey delivery, response rates, and reporting accuracy. Investigate discrepancies and coordinate corrections with the appropriate internal team
• Protect patient and client information, follow company privacy and security procedures, and escalate suspected incidents or inappropriate access promptly
• Own the renewal sales pipeline for assigned clients from advance planning through signed renewal; maintain accurate contract dates, opportunity stages, expected revenue, next actions, and forecasts in the CRM
• Begin renewal conversations early, confirm client needs and decision makers, demonstrate program value, and prepare proposals and quotes using approved pricing and terms
• Lead renewal discussions, resolve objections, and coordinate service agreements, business associate agreements, and signature follow-up with internal stakeholders. Escalate pricing or contract exceptions for approval
• Identify retention risks, document recovery plans and reasons for nonrenewal, and report renewal progress to leadership. Coordinate appropriate expansion opportunities with sales

Requirements:

• 5 years of experience working in a qualified role, including direct survey and platform experience, quality management/improvement, or customer success utilizing statistical analysis
• Working knowledge of survey methods, descriptive statistics, confidence intervals, sampling limitations, and responsible interpretation of trends and benchmarks
• Proficiency with Excel and experience using survey, data collection, or reporting systems; ability to validate calculations and investigate data quality issues
• Ability to explain complex findings clearly, provide practical quality program advice, train users, and collaborate on shared client workflows while managing assigned responsibilities and deadlines
• Ability and willingness to own renewal conversations, proposals, follow-up, and CRM documentation while maintaining trusted client relationships
• Direct professional experience in an EMS quality management, quality assurance, or quality improvement role, with demonstrated responsibility for analyzing performance data and informing quality initiatives
• Strong understanding of EMS operations, clinical workflows, documentation, and the relationship between patient experience and overall quality of care
• Hands-on experience with Qualtrics survey configuration, dashboards, reporting, and data workflows
• Experience with patient experience programs, EMS accreditation requirements, and structured quality improvement methods such as Plan Do Study Act
• Experience in client consulting, account management, renewals, or other responsibilities involving customer retention; prior EMT or paramedic experience