Customer Success Manager - Internal Posting

# Customer Success Manager - Internal Posting

**Location:** Remote (U.S.) **Type:** Full Time **Department:** Customer Success **Experience Level:** Experienced

## JOB SUMMARY

The PaceMate® Customer Success Manager plays a critical role in onboarding, training and cultivating the relationship between PaceMate® and the customer within a specific geography in the US. The major responsibility includes maintaining the customer and monitoring the successes and challenges of the customer with respect to software, workflow and revenue capture.

## ESSENTIAL FUNCTIONS

- Understanding the alignment of strategic, financial, and operational goals within the geography - Develop and drive area objectives, plans and budget to align with corporate plans; establish criteria to monitor area's progress and measure of success - Collaborate with the area sales managers to implement the commercial strategy that drives market adoption - Develop Clinical and Executive Champions at all new customer sites - Develop and execute a resources alignment / deployment for a successful customer launch and customer maintenance - Organize and manage the onboarding process and maintain an accurate forecast - Work closely with PaceMate® business and product development team to bring customer feedback back into the company for new system developments

## EDUCATION, TRAINING, AND EXPERIENCE REQUIREMENTS

- Minimum 5 years of experience within medical device sales and clinical services - Experience working in a fast-growing company that is building a market - Experience within the CV, Healthcare IT or capital equipment markets required - Established background in the Cardiology/EP space with current relationships in Cardiology/EP - Strong organizational skills managing complex processes - Technical skills. Experience in education/training Cardiology staff and physicians - Leadership and influencing skills. Proven ability to motivate people - Bachelor's degree or equivalent experience required - Must be willing to travel greater than 50% - Proven ability to work remotely and autonomously - Available to assist coworkers with active onboarding projects when needed

## PHYSICAL REQUIREMENTS

- While performing the duties of this job, the employee is consistently required to remain in a stationary position, constantly operate a computer and other office equipment, and frequently communicate with customers and employees - Home office setup: Maintain a dedicated, separate office or room at home to ensure privacy and professional working conditions - Connectivity: Maintain a reliable, high-speed internet connection at your residence - Must be able to exchange accurate information, with the ability to effectively utilize voice over internet protocol; and repetitive motions using fingers and forearms in data entry - Must legally be eligible to work in the US - Geographic restriction: Must reside and work exclusively within the contiguous United States - Notification protocol: You must inform and receive approval from the IT department before working from any location other than the legal address PaceMate has on file - Foreign transport of sensitive information: When confidential information is carried into a foreign country, it must be stored in an inaccessible form (e.g., encrypted external storage) or remain in the worker's possession at all times - PaceMate workers may not take secret PaceMate information into another country without permission from Physical Security management - Requires overnight travel

## REPORTING RELATIONSHIPS

**Supervised by:** Director of Customer Success **Supervises:** None

## COMPENSATION

On top of a Robust Benefit Package, targeting a compensation range of $100,000 - $120,000 annually, depending on education and experience.

## COMPANY DESCRIPTION

PaceMate® is a patient-centered, tech-enabled cardiac device monitoring platform serving integrated delivery networks and academic health systems nationwide. Vendor-neutral and EMR-agnostic, PaceMate connects every major device manufacturer into a single platform that sits on top of any EHR.

More than 2.3 million patients are managed on the industry's only research-grade cardiac dataset, validated by 33 peer-reviewed publications, powering AI-driven clinical and operational analytics. A managed patient services model extends clinic capacity and ensures every cardiac device patient is monitored, every time.