Customer Success Manager Jobs

About The Position

Requirements

• Bachelor's degree (healthcare, life sciences, business, or related field preferred).
• Minimum 3–5 years of experience in customer success, account management, clinical support, or sales—ideally within the implantable cardiac device or cardiovascular technology space.
• Strong knowledge of CIED platforms and transmission management workflows (e.g., remote monitoring platforms, Merlin, CareLink, Latitude, or Biotronik Home Monitoring).
• Proven ability to drive customer outcomes using a structured success methodology and metric-driven approach.
• Strong understanding of billing processes, clinic administration, healthcare technology, and product development is helpful.
• Proficient office skills; Excel required, SQL a strong plus.
• Exceptional interpersonal, project management, and communication skills.
• Willingness and ability to travel 25% or more as needed for on-site account support.

Responsibilities

• Serve as the primary point of contact and trusted advisor for accounts utilizing Octagos' CIED and ambulatory monitoring solutions.
• Design and execute customer success plans with clearly defined goals, KPIs, and timelines aligned with each clinical partner's needs.
• Drive adoption and utilization metrics (e.g., device transmission compliance, staff engagement levels, referral throughput, time-to-diagnosis).
• Provide structured onboarding, workflow integration support, and continuous training on Octagos' platform.
• Proactively identify risks to customer satisfaction or retention and lead mitigation strategies.
• Develop strategic relationships with key stakeholders including EPs, Cardiologists, Clinical Admins, and Device Clinic Coordinators.
• Identify expansion opportunities within existing accounts for additional services or technology modules, and schedule regular in-person visits to strengthen relationships, understand evolving needs, and build trust with clinical and administrative stakeholders.
• Leverage a deep understanding of CIED workflows (pacemakers, ICDs, CRTs, ILRs) to tailor recommendations and optimize the clinical experience.
• Act as a liaison between customers and internal Octagos teams including Product, Support, and Clinical Operations to resolve issues and drive product improvements.
• Monitor performance dashboards and communicate insights regularly to clients with a focus on delivering actionable outcomes.
• Participate in quarterly business reviews with clients to evaluate success metrics and refine account strategy.

Benefits

• Competitive base salary commensurate with experience
• Insurance coverage including health, dental, vision, short-term and long-term disability
• 401(k) program
• Paid time off and company holidays