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Customer Success Manager North America

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Implicity

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Location:
United States , New York

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Category:
Customer Service

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Contract Type:
Employment contract

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Salary:

120000.00 USD / Year
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Job Description:

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.

Job Responsibility:

  • 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%)

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)
  • 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 we offer:
  • 10% variable pay based on annual objectives
  • 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

Additional Information:

Job Posted:
March 22, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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