Customer Success Manager, EMS Quality & Human Experience

MOBILE HEALTH RESOURCES L L C•Lansing, MI

10d•$85,000 - $92,000

About The Position

The Customer Success Manager provides EMS agencies with data interpretation and expert advice to inform their quality management programs. The role combines EMS quality management expertise with survey data analysis, client advisory services, contributions to shared onboarding, and ongoing survey program quality assurance. The manager also owns the renewal sales pipeline and helps clients sustain the value of their partnership with EMS Survey Team. The manager interprets findings, explains their limitations, and advises leaders on potential quality priorities. Agencies retain responsibility for writing action plans, implementing changes, and managing their improvement initiatives. Direct experience in EMS quality management, quality assurance, or quality improvement is desired. The position involves regular client conversations, training, report development, data and survey quality checks, and coordination with internal teams. It also includes managing assigned client renewals from advance planning through signed renewal, maintaining accurate CRM records, and coordinating proposals, agreements, and follow-up. Performance is evaluated based on onboarding completion, survey and reporting quality, client adoption and understanding, advisory guidance, retention, renewal revenue, and renewal-pipeline accuracy and completeness.

Requirements

5 years of experience working in a qualified role, including direct survey and platform experience, quality management/improvement, or customer success utilizing statistical analysis.
Working knowledge of survey methods, descriptive statistics, confidence intervals, sampling limitations, and responsible interpretation of trends and benchmarks.
Proficiency with Excel and experience using survey, data collection, or reporting systems; ability to validate calculations and investigate data quality issues.
Ability to explain complex findings clearly, provide practical quality program advice, train users, and collaborate on shared client workflows while managing assigned responsibilities and deadlines.
Ability and willingness to own renewal conversations, proposals, follow-up, and CRM documentation while maintaining trusted client relationships.

Nice To Haves

Direct professional experience in an EMS quality management, quality assurance, or quality improvement role, with demonstrated responsibility for analyzing performance data and informing quality initiatives.
Strong understanding of EMS operations, clinical workflows, documentation, and the relationship between patient experience and overall quality of care.
Hands-on experience with Qualtrics survey configuration, dashboards, reporting, and data workflows.
Experience with patient experience programs, EMS accreditation requirements, and structured quality improvement methods such as Plan Do Study Act.
Experience in client consulting, account management, renewals, or other responsibilities involving customer retention; prior EMT or paramedic experience.

Responsibilities

Analyze patient experience scores, response patterns, benchmarks, and open-ended feedback to identify strengths, emerging concerns, and improvement opportunities across individual clients and the client portfolio.
Apply statistical principles to assess sample size, response bias, variation, and meaningful differences; validate comparisons and communicate the limits of what the data supports.
Develop accurate reports and presentations connecting patient experience findings with EMS clinical, operational, and workforce measures where appropriate and available.
Advise EMS executives, quality leaders, educators, and operations teams by explaining findings in the context of prehospital care and agency priorities.
Help clients identify patterns and potential quality priorities and explain how patient experience findings can inform existing quality management programs.
Offer advisory recommendations and quality program considerations related to communication, patient interactions, staff education, and service processes; agencies remain responsible for action planning and improvement execution.
Conduct regular data review conversations, document advice and client needs, address barriers to dashboard use and data interpretation, and explain score changes without assuming causation.
Contribute assigned activities to shared client onboarding, provide client context, and support a coordinated handoff and launch.
Help clarify client goals, survey requirements, dashboard users, and reporting needs; partner with technology and operations staff on assigned validation checks and communicate issues to the appropriate onboarding owner.
Train clients to use the platform, interpret results, and incorporate patient experience into quality management programs; maintain practical guidance and training resources.
Perform and document quality checks on survey setup, collection workflows, dashboards, and client reports, including scoring logic, filters, sample counts, and reporting periods.
Monitor data completeness, survey delivery, response rates, and reporting accuracy; investigate discrepancies and coordinate corrections with the appropriate internal team.
Protect patient and client information, follow privacy and security procedures, and promptly escalate suspected incidents or inappropriate access.
Own the renewal sales pipeline for assigned clients from advance planning through signed renewal; maintain accurate contract dates, opportunity stages, expected revenue, next actions, and forecasts in the CRM.
Begin renewal conversations early, confirm client needs and decision makers, demonstrate program value, and prepare proposals and quotes using approved pricing and terms.
Lead renewal discussions, resolve objections, and coordinate service agreements, business associate agreements, and signature follow-up with internal stakeholders; escalate pricing or contract exceptions for approval.
Identify retention risks, document recovery plans and reasons for nonrenewal, report renewal progress to leadership, and coordinate appropriate expansion opportunities with sales.