Customer Success Manager North America - US

<h2>About us</h2><p><br>Implicity is a digital MedTech company delivering advanced innovation to cardiologists through Big Data and Artificial Intelligence.<br><br>Our industry-leading cardiac remote monitoring platform simplifies the management of complex clinical data and enables earlier identification of patient issues—helping clinicians deliver the right care at the right time.<br><br>In short, joining Implicity means contributing directly to improved patient outcomes.<br><br>Founded in 2016 by Dr. Arnaud Rosier, a cardiologist and AI researcher, and David Perlmutter, an engineer and entrepreneur, Implicity has grown into a transformative force in cardiac care.<br><br>More than a decade later, this French startup-turned-scale-up is helping shape the future of cardiology on a global scale.</p><ul><li><p>Over 250 hospitals and medical centers already use Implicity's solutions</p></li><li><p>Supporting more than 100,000 patients worldwide<br><br>At Implicity, you'll collaborate with experts across data science, engineering, clinical affairs, regulatory, IT, sales, and customer success, all working together toward a shared mission.<br><br>The team has established Implicity as a clear European market leader and is now expanding rapidly in the U.S.<br><br><strong>Why Implicity?</strong></p></li></ul><ul><li><p>Patients receive higher-quality, more proactive care</p></li><li><p>Physicians spend less time managing data and administrative burden, allowing greater focus on prevention and treatment</p></li><li><p>Healthcare payers benefit from lower overall costs by emphasizing monitoring and prevention over hospitalization and acute intervention<br><br>Ready to get started?<br>We'd love to connect.</p></li></ul><h4><strong><br></strong>Job and recruitment context</h4><p>The <strong>Customer Success Manager (CSM) - North America</strong> 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.</p><p>Reporting to the <strong>Lead Customer Success Manager</strong>, the CSM will collaborate closely with sales, product, and clinical teams to drive customer success and influence product development based on customer feedback.</p><p>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:</p><ul><li><p>Customer Onboarding &amp; 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.</p></li><li><p>Customer Relationship Management: Foster and maintain strong relationships with clients, providing ongoing support and guidance to help them scale their remote patient monitoring programs.</p></li><li><p>Technical Support &amp; Issue Resolution: Address customer inquiries, troubleshoot technical issues, and coordinate with internal teams to ensure timely resolution.</p></li><li><p>Collaboration with Sales &amp; 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.</p></li><li><p>Customer Success Metrics &amp; 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.</p></li><li><p>Process Improvement &amp; Best Practices: Develop and implement best practices, playbooks, and standardized procedures for onboarding and customer engagement.</p></li><li><p>Customer Education &amp; Communication: Serve as the primary liaison between customers and Implicity's internal teams, keeping customers informed about platform updates, new features, and best practices.</p></li><li><p>Project Management: Lead and manage customer-specific projects, such as EHR integrations and workflow optimizations, to enhance the overall customer experience.</p></li><li><p>Business Travel: Travel to medical centers across North America as needed (approximately 20%).</p></li></ul><h4><strong>Preferred experience</strong></h4><p><strong>Education</strong></p><ul><li><p>Bachelor's degree or equivalent experience in healthcare technology, customer success, or related fields.</p></li><li><p>Minimum of three years' experience in customer success/onboarding, preferably in the medical device or healthcare industry.</p></li><li><p>Prior experience in remote cardiac monitoring or cardiology-related technology is highly preferred.</p></li><li><p>Familiarity with reimbursement codes for remote monitoring and working with clinical stakeholders (physicians, nurses, and service line administrators).</p></li><li><p>Experience managing complex projects and cross-functional teams.</p></li><li><p>Proficiency in using CRM tools (e.g., Salesforce, Airtable) and collaboration tools (e.g., Slack, Notion).</p></li></ul><p><strong>Skills/Aptitude</strong></p><ul><li><p>Strong communication, interpersonal, and problem-solving skills with the ability to work independently.</p></li><li><p>Exceptional ability to build relationships with clinical professionals and administrative stakeholders.</p></li><li><p>Entrepreneurial mindset with the ability to thrive in a fast-paced, evolving environment.</p></li><li><p>High attention to detail, analytical thinking, and problem-solving capabilities.</p></li><li><p>Passion for customer success and a deep understanding of customer engagement strategies</p></li><li><p>Willingness to travel as needed to support customer success initiatives.</p></li></ul><h4>Recruitment process</h4><p><strong>1°</strong> Screening interview (either HR or Manager)</p><p><strong>2°</strong> Job interview with Krissy (Lead Customer Success US), your future manager</p><p><strong>3°</strong> Final interview with Lucie (COO)</p><p><strong>4°</strong> Possible reference check and background check</p><p>Depending on your availabilities, the recruitment process should last less than 4 weeks.</p><h4>General information</h4><p><strong>Salary</strong></p><ul><li><p>For this job (permanent - full time), you'll get a competitive salary depending on your experience $120k</p></li></ul><ul><li><p>10% variable pay based on annual objectives</p></li></ul><p><strong>Benefits</strong></p><ul><li><p>Extensive coverage, including dental &amp; vision, financed at 90% by Implicity (70% for dependents)</p></li><li><p>401K : up to 4% match</p></li><li><p>25 PTO + 9 bank holidays</p></li><li><p>Maternity (paternity) leave policy: 4 weeks (2 weeks) fully paid</p></li></ul>