Customer Success & Operations Manager

RhythmScience

4d•$85,000 - $100,000

About The Position

RhythmScience is hiring a Customer Success & Operations Manager to serve as the accountable point of contact for clinic and health system customers from implementation handoff through ongoing use. The role drives enrollment, adoption, and customer satisfaction after go-live, while helping the team move from reactive troubleshooting to proactive customer success through repeatable onboarding processes and organized customer information. The position includes on-site and virtual training and can require up to 50% travel. The role supports RhythmScience’s remote cardiac monitoring solutions and Rhythm360 platform, which help clinicians collaborate with patients and use monitoring data to improve care. The manager will coordinate with customer IT teams and internal Engineering and IT, monitor account health and usage, and contribute customer insights to leadership. The position also helps develop an onboarding playbook and a shared customer knowledge base. The salary is $85,000–$100,000 annually, plus bonus, an equity ownership opportunity, and benefits. Salary decisions consider location, experience, and other job-related factors.

Requirements

At least 3 years of experience in customer success, client implementation, or technical account support; cardiovascular or health technology experience is preferred.
Experience managing several customer accounts simultaneously against firm timelines.
Comfort working with client IT teams on integrations and translating clinical and technical issues into clear input for Engineering and IT.
Experience tracking implementation outcomes and running feedback mechanisms such as surveys and status reports.
Strong written communication and documentation skills.
Working knowledge of medical devices, CIED devices, and clinical workflows is required.
Ability to build credibility with clinical and health system stakeholders, take ownership through resolution, work with ambiguity, and proactively solve problems.

Nice To Haves

Experience in cardiovascular or health technology.
Knowledge of RPM or wearable devices.
Familiarity with clinic workflows and patient enrollment programs.
Experience building or maintaining a knowledge base.
Experience with CRM, customer success, or project management tools.

Responsibilities

Complete customer setup forms and implementation documentation for each new account accurately and on time.
Drive new member enrollment in newly implemented accounts through launch readiness, clinic training, and early adoption support.
Serve as the primary day-to-day contact for assigned clinic and health system customers after go-live.
Track account health and usage to identify and resolve issues before they escalate.
Route recurring technical issues to Engineering and IT for permanent fixes rather than repeated one-off workarounds.
Run customer satisfaction surveys and status reporting, and provide customer insights for the quarterly Pulse of the Customer presentation to leadership.
Deliver on-site and virtual customer training; travel may be required up to 50%.
Help build and document a repeatable onboarding and implementation playbook.
Consolidate customer knowledge into a shared, organized resource accessible across the company.
Manage accounts through to resolution, flag issues early, identify patterns across accounts, and propose process improvements.