Customer Success Manager - Health Programs

This position will be hybrid position out of our Boston, MA. This role may require travel to events and customer meetings.

About us:

Withings aims to be the most trusted name in clinical-grade smart health devices. Already the leading innovator of smart scales, our ecosystem includes blood pressure and sleep monitors, thermometers, and health/activity wearables, too. Ergonomic and unobtrusive, Withings devices appeal to the eye, as well as look after the heart. Our intuitive and reliable interfaces make a daily checkup a breeze, and this helps us achieve our most important goal: changing people’s lives.

Today, our products power a diverse and growing set of health programs centered on disease prevention and promoting healthy habits - whether it’s Remote Patient Monitoring (RPM), clinical research, or chronic disease management, Withings has dedicated solutions that provide the richest array of accurate, real-world data, thanks to our complete ecosystem of connected devices and data connectivity options, and our remote patient monitoring platform.

About the role:

We are looking for a Customer Success Manager to support customers who use our smart devices in their health programs. Withings devices are already used in diabetes prevention and weight management programs, corporate wellness programs, remote patient monitoring, and clinical research programs.

As Customer Success Manager, you will help customers implement Withings health solutions in their own programs and studies, by sharing training and best practices, and providing assistance to root out any issues that may occur. You will work cross-functionally with customer support, sales admin, and developer teams to meet a variety of customer demands and requests, including device and application support, order and delivery issues, and reporting bugs and feature requests. Most importantly, you will be there for the customer, building their trust and confidence, so they can run successful programs and research with our devices.

This is an important role within a growing division with strategic importance, and we are seeking qualified and highly motivated individuals who want to actively participate in the start-up and acceleration of this new business unit.

Responsibilities:

• Ensure that customers are completely and accurately onboarded
• Provide training and best practices for program administrators
• Manage device support for program administrators and participants/patients
• Be the first point-of-contact for customer issues and questions about Withings products
• Report customer feedback and issues to help development teams improve the product
• Work with sales admin, customer support, and finance teams to resolve order, technical, and billing issues

Requirements

• Bachelor’s Degree or higher in business or related technical field
• Some experience with SaaS, IT, software, or product technical support preferred
• Willingness and ability to learn both the technical and medical aspects of Withings’ offering to develop a strong knowledge and position yourself as an expert
• Enthusiasm for Withings' preventive health mission and the potential of technology to improve our lives
• Desire to work hard and collaborate cross-functionally within a diverse, start-up environment
• Strong ability to engage with others, to understand their needs, and create strong, long-lasting relationships
• Project management/implementation experience
• Exceptional command of English in writing and speech
• Strong analytical and critical thinking abilities; insight and attention to detail
• Independence and sound decision making
• Flexibility and resilience; ability to reprioritize and adapt to evolving customer needs on the fly
• Experience with CRM (Salesforce)
• Excel proficiency (analysis and reporting)

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Free Food & Snacks
• Fitness Club Reimbursement
• Healthcare & Dependent Care FSA
• Commuter FSA
• Bike-to-work benefit