Customer Success Manager, Implicity
North America
$100-120k
+ 10% variable pay based on annual objectives
Universal remote monitoring platform for cardiac patients
Open for applications
Universal remote monitoring platform for cardiac patients
101-200 employees
Open for applications
$100-120k
+ 10% variable pay based on annual objectives
101-200 employees
Company mission
To improve clinic operations and the standard of care by harnessing the full power of data.
Role
Who you are
- 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)
- 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
What the job involves
- The Customer Success Manager (CSM) - North America is responsible for ensuring the satisfaction, engagement, and retention of Implicity’s customers in the region. This role plays a crucial part in onboarding new clients, supporting them in scaling their remote cardiac monitoring activities, and serving as the primary point of contact for all customer needs
- Reporting to the Lead Customer Success Manager, the CSM will collaborate closely with sales, product, and clinical teams to drive customer success and influence product development based on customer feedback
- Working closely with the Lead Customer Success Manager and the US Sales team, your key responsibilities will include, but are not limited to, the following:
- 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%)
- Possible full remote
Application process
- 1° Screening interview (either HR or Manager)
- 2° Job interview with Krissy (Lead Customer Success US), your future manager
- 3° Final interview with Lucie (COO)
- 4° Possible reference check and background check
- Depending on your availabilities, the recruitment process should last less than 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 analyze 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 analyze 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)
Mar 2024
$2.5m
GRANT
Apr 2022
$23m
SERIES A
Total funding: $30.1m
Company HQ
North Cambridge, Cambridge, MA
Leadership
Arnaud Rosier
(Co-Founder & CEO)Currently a Cardio Electrophysiologist at Ramsay Santé Hospital. Previously a Cardiac Electrophysiologist at Groupement des Hôpitaux de l'Institut Catholique de Lille and Cardiologist at ADHP.
David Perlmutter
(Co-Founder & CIO)Previously worked in R&D at AIRTAG, as a Project Manager at HITRONETIC and as a Research Intern at CNES.
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