Customer Success Manager North America F/M
Implicity⭐️ We need you ⭐️
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%).