Customer Success Manager

🔥 16 minutes ago

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Implicity

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

🏥 Healthcare

🤖 Artificial Intelligence

☁️ SaaS

💰 Venture Round - Implicity on 2024-07

Healthcare • Artificial Intelligence • SaaS

Implicity is an AI-powered healthcare technology company focused on remote cardiac monitoring. Its cloud platform centralizes and standardizes cardiac implantable electronic device (CIED) data and applies FDA-cleared AI algorithms (e. g. , ILR ECG Analyzer and SignalHF) to filter alerts, predict hospitalizations, reduce false positives, and prioritize clinically relevant events. The platform also automates workflows and billing, supports care teams, physicians, and IT/admin users, and is supported by clinical evidence showing reduced mortality and shorter hospital stays versus conventional remote monitoring.

📋 Description

• Manage the entire onboarding process for new clients, ensuring they are set up for success and trained effectively on Implicity’s remote monitoring platform. • Foster and maintain strong relationships with clients, providing ongoing support and guidance to help them scale their remote patient monitoring programs. • Address customer inquiries, troubleshoot technical issues, and coordinate with internal teams to ensure timely resolution. • 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. • Monitor key customer success metrics, including Net Promoter Score (NPS) and customer adoption trends, focusing on maintaining high levels of customer satisfaction and reducing churn. • Develop and implement best practices, playbooks, and standardized procedures for onboarding and customer engagement. • Serve as the primary liaison between customers and Implicity’s internal teams, keeping customers informed about platform updates, new features, and best practices. • Lead and manage customer-specific projects, such as EHR integrations and workflow optimizations, to enhance the overall customer experience. • 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. • 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).

🏖️ Benefits

• Extensive coverage, including dental & vision, financed at 90% by Implicity (70% for dependents) • 401K : up to 4% match • 25 PTO + 9 bank holidays • Maternity (paternity) leave policy: 4 weeks (2 weeks) fully paid