Customer Success Manager, Implicity
Scalability
€40-45k
+ Variable & company equity
3 days a week in office
Universal remote monitoring platform for cardiac patients
Be an early applicant
Universal remote monitoring platform for cardiac patients
21-100 employees
Be an early applicant
€40-45k
+ Variable & company equity
3 days a week in office
21-100 employees
Company mission
To improve clinic operations and the standard of care by harnessing the full power of data.
Role
Who you are
- Experience as a CSM or Account Manager, ideally in a startup or fast-paced environment
- Strong technical understanding and aptitude for learning software systems
- Excellent problem-solving skills and critical thinking ability
- Exceptional communication and interpersonal skills, ability to explain technical concepts clearly
- Strong analytic skills and ability to take a step back, you are capable of analyzing processes, identifying optimization areas, and making data-driven decisions
- Empathetic and customer-centric mindset
- Proactive, organized, and capable of managing multiple tasks simultaneously
- Familiarity with tools such as, Notion, Zendesk and Zapier is a plus
- You speak fluently French & English
- You have a strong work ethic & daily act with integrity, honesty and fairness
- You are definitely a thoughtful team player, looking to make your colleagues successful
- You know how to onboard a customer on a new product and how to undertake a project
- You are autonomous
- You know how to address demanding customers and solve product-related problems
- You have a strong bias for action, and get things done, even if you don’t fully understand everything
- You have strong interest in the innovation and health ecosystem
- You are IT agile (we use Notions, Slack, Drive, etc.) as daily tools
- You enjoy working in a fast-paced and ever-changing environment
- Strong work ethic & daily act with integrity, honesty and fairness
- Definitely a thoughtful team player, looking to make your colleagues successful
What the job involves
- We're hiring a Customer Success Manager - Scalability for a brand-new role to join and expand our Customer Success team
- Reporting to Anaïs (Lead CIED Client Success, stakeholder), you'll be key to customer success and satisfaction
- You'll manage client relationships using platform knowledge and strong service. As a Scalability-focused CSM, you'll drive operational efficiency for global Customer Success team growth
- Build and maintain strong relationships with many customers to understand their unique needs and challenges
- Act as a point of contact for customers, ensuring their ongoing success with Implicity’s solutions
- Travel to clients throughout the national territory : 20% of your time
- Provide expertise in application training, adapting to customers’ learning styles and utilizing various techniques to ensure effective knowledge transfer
- Attend customer calls to deliver expert guidance, educating customers on best practices, and optimizing for patient care
- Recognize when to solve issues independently and when to escalate complex configurations and customer customization requests to the technical team for resolution or development
- Collaborate with internal teams to ensure timely resolution of customer issues
- Serve as a voice of the customer within the organization, providing valuable feedback, feature requests, and improvement ideas to the product development team
- Work closely with cross-functional teams, including product development, sales, and marketing, to provide a unified and seamless customer experience
- Effectively communicate technical updates, resolutions, and workarounds to customers
- Drive operational efficiency and enable the Customer Success team to scale globally
- Collaborate with cross-functional teams to streamline processes, implement automation, and optimize workflows, ensuring the team can support a growing customer base without compromising quality
- Identify and execute on opportunities for improvement, and build frameworks that enhance both team performance and the customer experience at scale
- Leverage technology and establish best practices to ensure scalable growth
- At Implicity, you will have a weekly meeting with your manager, to help you succeed in your mission, and continuously improve your skills
- Each team works with quarterly OKR, to be crystal clear, fair and honest with your targets
- The annual appraisal is a shared exchange moment, focused on your development
Application process
- 1. HR Interview (30 min)
- 2. Operational Interview with Anne and Anaïs (your future team) (60-120min)
- 3. Final Interview with Lucie (COO) (60-90min)
- 4. Reference check
- 5. Job Offer (usually follows within 72 hours 🤞)
- Depending on your availability, the recruitment process should last less than 3-4 weeks
Our take
The MedTech boom has seen many innovations through the 2010s, and Implicity, a remote patient monitoring and cardiac data management company, has definitely had a clear lineage of growth since its founding in 2016.
Implicity develops software to monitor and analyse the information from pacemakers and cardiovascular devices to aid physicians and healthcare professionals through all stages of a patient’s treatment. However, maintaining growth on one product alone is hard, especially with so much Medtech competition. Implicity remedies this with its other product, a data analysis platform that uses AI and cloud technology to analyse the devices linked up to its aforementioned pacemaker and cardio health platform. Implicity leverages this data for use in patient management, clinical studies, and R&D.
Playing both fields of MedTech has diversified the draw for hospitals and companies to Implicity. It continues to update and diversify the double offering via updates to its systems with the company hoping to exemplify the continued innovation that is key to MedTech company growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
15% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jul 2024
$2.9m
GRANT
Apr 2022
$23m
SERIES A
Total funding: $30.4m
Company benefits
- 25% variable, based on annual objectives (uncapped)
- Eligible for the BSCPE award
- Mutuelle: Alan (€26.5 / month + €14 for children)
- Restaurant tickets: €9 (50% employer)
- Transport: 50% subscription OR Sustainable Mobility Package (€37.5 / month )
Company HQ
North Cambridge, Cambridge, MA
Leadership
Arnaud Rosier
(CEO & Founder)Currently Cardio Electrophysiologist at Ramsay Santé Hospital. Previously Cardiac Electrophysiologist at Groupement des Hôpitaux de l'Institut Catholique de Lille and Cardiologist at ADHP.
David Perlmutter
(Chief Innovation Officer & Co-Founder)Previously R&D at AIRTAG, Project Manager at HITRONETIC and Research Intern at CNES.
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