Customer Success Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary day-to-day contact for clinic partners, addressing inquiries and coordinating the resolution of platform-related questions or concerns.

• Evaluate account activity to determine outreach strategies, communication methods, and follow-up schedules for clinics.

• Create and distribute customer communications, educational resources, and platform updates customized to clinic workflows.

• Oversee the onboarding process and platform activation for newly assigned clinic partners.

• Assess customer issues, resolve them independently when feasible, and escalate complex clinical or technical problems with suggested solutions.

• Serve as the main resource for platform inquiries and identify suitable resolution strategies.

• Organize and conduct demonstrative calls for clinic audiences of various sizes and clinical contexts.

• Design and maintain user-facing FAQs, guides, and training resources.

• Analyze account health, pinpoint risks and engagement levels, and decide on necessary interventions.

• Keep precise account records and utilize account data to shape engagement strategies.

• Contribute to customer retention efforts and ensure clinic partners feel informed and supported.

• Collaborate with Customer Success Managers on account strategy.

• Identify and consolidate recurring customer feedback and platform trends, evaluate root causes, and communicate findings to internal teams.

• Attend team meetings, training sessions, and cross-functional collaborations.

⛳️ Requirements

• 1–3 years of experience in customer success, customer support, healthcare operations, or a similar field.

• Capability to exercise independent judgment in managing customer relationships, evaluating situations, prioritizing tasks, and selecting suitable actions.

• Excellent organizational skills and attention to detail while juggling multiple accounts and responsibilities.

• Clear and professional written and verbal communication skills.

• Customer-centric mindset with a genuine desire to help individuals derive value from a product.

• Comfortable navigating CRM or support platforms; familiarity with Salesforce, HubSpot, or similar tools is advantageous.

• Self-motivated individual capable of working independently in a remote setting while remaining connected with the larger team.

• Associate's or Bachelor's degree in healthcare, life sciences, business, or a related discipline.

• Preferred experience in cardiac monitoring, device clinic operations, remote patient monitoring, or cardiovascular healthcare.

• Understanding of CIED workflows or remote monitoring platforms such as Merlin, CareLink, Latitude, or Biotronik Home Monitoring.

• Experience in a high-volume, account-based support or customer success role.

• Familiarity with healthcare billing, EMR platforms, or clinical documentation processes.

🏝️ Benefits

• Comprehensive insurance coverage including health, dental, vision, short-term and long-term disability.

• 401(k) program.

• Paid company holidays.

• Paid time off.

• Flexible remote work environment.