Customer Success Manager

Company Overview

Circadia Health is a medical technology company that has developed the world's first FDA cleared completely contactless remote patient monitoring system. Powered by cutting-edge technology and AI, the system allows for the early detection of medical events such as Congestive Heart Failure, COPD Exacerbations, Pneumonia, Sepsis, UTIs, and Falls. We're monitoring over 20,000 lives daily and growing rapidly. As we scale our team, Circadia is looking for energetic, personable, and solutions-oriented individuals driven by creating the ultimate customer experience. Prior experience in healthcare is preferred, but not required. Our mission is to enhance patient outcomes and improve healthcare processes by providing cutting-edge solutions to healthcare providers and patients alike.

Position Overview

Within Customer Success at Circadia Health you will be responsible for driving customer satisfaction, retention, and success. By understanding our customers' needs and challenges, you will develop strong relationships and work collaboratively with cross-functional teams to ensure that our products and services are tailored to meet customer objectives, ultimately driving their success and satisfaction. You will play a pivotal role in managing the entire customer lifecycle post-sales. This includes oversight throughout the onboarding process, successful implementation of our technology, training customers in the field, and driving customer retention. You will enable customers with our cutting-edge predictive clinical analytics solutions to improve outcomes and ultimately save patient lives. Our ideal candidate loves traveling at least 50% of the time, thrives in a fast-paced environment, excels in building and maintaining strong customer relationships, and is driven by our mission.

On a day to day basis, you will be responsible for the entire lifecycle of a Customer post-sales. We're looking for individuals who are passionate about connecting with people and committed to making a difference in saving lives.

Key Responsibilities:

• Customer Relationship Management: Develop and maintain strong relationships with key leadership teams by understanding their unique needs and objectives to ensure their success with Circadia Health's services.
• Customer Onboarding & Implementation: Assist customers through a seamless onboarding process, ensuring a smooth and successful implementation of our products and services tailored to meet customer needs and timelines.
• Training & Education: Conduct training sessions to help customers effectively use our technology and services, ensuring they are well-equipped to achieve their desired outcomes.
• Customer Success Strategies: Develop and implement customer success strategies to drive user adoption, customer satisfaction, and overall account growth. Our Customer Success team is mission-driven to help customers achieve their desired outcomes by providing timely resources, resolutions, and services, all while leveraging our advanced technology.
• Customer Support: Oversee a support team to address customer inquiries and concerns promptly, ensuring that issues are resolved to achieve high customer satisfaction rates. Maintain updated Customer information on all CRM / Company Software platforms.
• Voice of the Customer: Gather feedback from customers to collect opinions and experiences, analyze data to identify common trends and areas of improvement from collected feedback, and communicate these insights back to the clinical, product, and engineering teams for continuous product and user-end enhancement.
• Metrics and Reporting: Track key performance indicators (KPIs) and report metrics to identify areas for improvement and ensure customers are on track to achieve their goals.
• Customer Advocacy: Promote customer advocacy by identifying satisfied customers willing to participate in case studies, testimonials, and other marketing initiatives.
• Customer Success Culture: Instill a customer success mindset across the organization, ensuring that all teams prioritize customer satisfaction and success.

Qualifications:

• Bachelor's degree in Business, Marketing, Healthcare, or a related field; advanced degree preferred.
• Proven experience in clinical implementation, customer success, or account management teams, preferably in the technology, medical technology, or healthcare industry.
• Strong communication, interpersonal, and relationship-building skills.
• Ability to analyze data and draw actionable insights to improve customer success initiatives.
• Results-driven with a track record of meeting or exceeding customer retention and growth targets.
• Strategic thinker with the capacity to develop and execute successful customer success strategies.
• Ability to work in fast-paced environments
• Passion for innovation and improving patient outcomes through technology.
• Proficiency in Google Suite, Monday and other relevant software.