Location: Remote (U.S.) Type: Full Time Department: Customer Success Experience Level: Experienced
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.
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
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
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
Supervised by: Director of Customer Success Supervises: None
On top of a Robust Benefit Package, targeting a compensation range of $100,000 - $120,000 annually, depending on education and experience.
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.
