Customer Success Manager

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Murj | Empowering Modern Cardiac Device Care

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

🏥 Healthcare

⚕️ Healthcare Insurance

☁️ SaaS

💰 Series B on 2018-05

Healthcare • Healthcare Insurance • SaaS

Murj is a company dedicated to empowering modern cardiac device care through innovative software solutions. They provide enterprise-class platforms that enhance patient health management by allowing healthcare providers to access comprehensive cardiac device data remotely. With advanced automation and intuitive interfaces, Murj enables clinicians to efficiently monitor patient data, manage workflows, and integrate seamlessly with existing electronic health record (EHR) systems, all while ensuring the security of patient information through cutting-edge SaaS practices.

📋 Description

• Guide new customers through setup, implementation, onboarding, and post-launch optimization • Oversee onboarding projects using project management software to track progress, tasks, and completion • Develop expertise in Murj Analytics, Billing, and Clinic Workflows to support and train customers • Provide real-time customer support by phone, email, chat, and other channels • Monitor and respond to inquiries through Intercom • Troubleshoot issues, answer workflow questions, and escalate complex problems • Assist customers with billing inquiries, invoice explanations, payment processing, and account adjustments • Train customers on Murj Analytics, reporting, metrics, and platform functionality • Lead onboarding calls and support clinic launches • Track and report business expenses • Share knowledge, train team members, develop educational materials, and document workflows • Complete onboarding projects and compliance metrics on time • Collaborate with Senior Customer Success Managers, Project Managers, product, data, QC, engineering, and other cross-functional teams • Document and relay customer feedback to internal teams • Analyze and forecast support trends • Handle Tier 0 escalations and coordinate technical issue resolution • Meet response-time, customer-satisfaction, and ticket-efficiency targets • Maintain accurate data reporting sources, including Salesforce and tracking spreadsheets

🎯 Requirements

• 2 years of experience with CIEDs or an equivalent certificate, education, or relevant experience such as Cath Lab or Device Clinic • Willingness to travel up to 50% of the time • Proficiency with Intercom, Jira, and Excel • Experience with support tools such as Intercom, Salesforce, and G-Drive • Strong understanding of Murj workflows and product features • Skilled in ticket triage, knowledge base development, and customer guidance • Strong business acumen and product intuition • Excellent written and verbal communication skills • Comfortable working autonomously and taking initiative • Good judgment about when to escalate issues • Ability to communicate project needs assertively • Critical thinking and curiosity • Detail-oriented, organized, and quick to learn new systems • Strong follow-through and customer empathy • Nice to have: Murj experience, enterprise healthcare client experience, healthcare IT knowledge, EHR/EMR experience, or IBHRE certification

🏖️ Benefits

• Full medical insurance • Dental insurance • Vision insurance • Open vacation policy • More than 10 annual company holidays • Competitive compensation • Equity participation • 401(k) after 3 months of service • Opportunity for progression, creativity, and ownership • Supportive team environment • Promotion from within