Customer Success Manager North America - US
XAnge · New York, United States · 4 wk ago
OTHR$120k/yrContract
We need to output HTML fragment with sections: About the role? Actually the posting includes "About us", "Job Description", "Job and recruitment context", "Preferred Experience", "Skills/Aptitude", "Recruitment process", "General information" with Salary, Benefits. We need to map to headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Use for each section heading. Only include sections where there is real specific content. Do not repeat job title as heading. Do not include Job ID etc. Remove boilerplate, duplicated lines, application instructions. Preserve all substantive info.
We need to decide which sections correspond.
- About the role: could be "About us" description of company and role context. Could include "About us" paragraph(s). Might also include "Job and recruitment context". But we need to avoid duplication.
- Responsibilities: list of duties from "Working Closely With ... Your Key Responsibilities Will Include, But Are Not Limited To, The Following:" bullet list.
- Requirements: maybe "Preferred Experience" includes education, experience, etc. Could be Requirements.
- Qualifications: maybe overlapping with Requirements; but we need to avoid thin sections. Could combine? But we need to follow instruction: prefer few substantive sections over many thin ones. So maybe we have About the role, Responsibilities, Requirements (including education/experience), Skills (skills/aptitude), Benefits, Pay. Schedule: not mentioned (travel 20% maybe but not schedule). No schedule info, so omit.
We must not include sections with placeholder like "commensurate with experience". We have specific salary: "$120k 10% variable pay based on annual objectives". That's specific enough for Pay.
Benefits: listed: "Extensive coverage, including dental & vision, financed at 90% by Implicity (70% for dependents) 401K : up to 4% match 25 PTO + 9 bank holidays Maternity (paternity) leave policy: 4 weeks (2 weeks) fully paid". That's specific.
Now we need to ensure we don't duplicate content. We'll extract substantive info.
Let's parse the posting:
First part: repeated intro about Implicity (two copies). We'll keep one concise version.
"About us Implicity is a digital MedTech company delivering advanced innovation to cardiologists through Big Data and Artificial Intelligence. Our industry-leading cardiac remote monitoring platform simplifies the management of complex clinical data and enables earlier identification of patient issues—helping clinicians deliver the right care at the right time. In short, joining Implicity means contributing directly to improved patient outcomes. Founded in 2016 by Dr. Arnaud Rosier, a cardiologist and AI researcher, and David Perlmutter, an engineer and entrepreneur, Implicity has grown into a transformative force in cardiac care. More than a decade later, this French startup-turned-scale-up is helping shape the future of cardiology on a global scale. Over 250 hospitals and medical centers already use Implicity’s solutions Supporting more than 100,000 patients worldwide At Implicity, you’ll collaborate with experts across data science, engineering, clinical affairs, regulatory, IT, sales, and customer success, all working together toward a shared mission. The team has established Implicity as a clear European market leader and is now expanding rapidly in the U.S. Why Implicity? Patients receive higher-quality, more proactive care Physicians spend less time managing data and administrative burden, allowing greater focus on prevention and treatment Healthcare payers benefit from lower overall costs by emphasizing monitoring and prevention over hospitalization and acute intervention Ready to get started? We’d love to connect."
That's the About us.
Then "Job and recruitment context The Customer Success Manager (CSM) - North America is responsible for ensuring the satisfaction, engagement, and retention of Implicity’s customers in the region. This role plays a crucial part in onboarding new clients, supporting them in scaling their remote cardiac monitoring activities, and serving as the primary point of contact for all customer needs. Reporting to the Lead Customer Success Manager, the CSM will collaborate closely with sales, product, and clinical teams to drive customer success and influence product development based on customer feedback."
That could be part of About the role.
Then responsibilities list.
Then "Preferred Experience Education Bachelor’s degree or equivalent experience in healthcare technology, customer success, or related fields. Minimum of three years’ experience in customer success/onboarding, preferably in the medical device or healthcare industry. Prior experience in remote cardiac monitoring or cardiology-related technology is highly preferred. Familiarity with reimbursement codes for remote monitoring and working with clinical stakeholders (physicians, nurses, and service line administrators). Experience managing complex projects and cross-functional teams. Proficiency in using CRM tools (e.g., Salesforce, Airtable) and collaboration tools (e.g., Slack, Notion)."
Then "Skills/Aptitude Strong communication, interpersonal, and problem-solving skills with the ability to work independently. Exceptional ability to build relationships with clinical professionals and administrative stakeholders. Entrepreneurial mindset with the ability to thrive in a fast-paced, evolving environment. High attention to detail, analytical thinking, and problem-solving capabilities. Passion for customer success and a deep understanding of customer engagement strategies Willingness to travel as needed to support customer success initiatives."
Then "Recruitment process 1° Screening interview (either HR or Manager) 2° Job interview with Krissy (Lead Customer Success US), your future manager 3° Final interview with Lucie (COO) 4° Possible reference check and background check Depending on your availabilities, the recruitment process should last less than 4 weeks."
We need to remove application instructions? The recruitment process is maybe considered application instructions? The instruction says: "Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions." Recruitment process could be considered application instructions? It's about interview steps. Might be considered part of hiring process, but likely considered application instructions. Safer to omit it. The instruction says remove application instructions. So we should omit the Recruitment process section.
General information: Salary, Benefits. We'll keep those.
Thus sections:
- About the role: combine About us and Job and recruitment context (role description). Could be a paragraph.
- Responsibilities: list from responsibilities.
- Requirements: Preferred Experience (education, experience, etc.)
- Skills: Skills/Aptitude.
- Benefits: Benefits.
- Pay: Salary.
We should not include Schedule.
Now format:
.
Now Requirements (Preferred Experience):
- Bachelor’s degree or equivalent experience in healthcare technology, customer success, or related fields.
- Minimum of three years’ experience in customer success/onboarding, preferably in the medical device or healthcare industry.
- Prior experience in remote cardiac monitoring or cardiology-related technology is highly preferred.
- Familiarity with reimbursement codes for remote monitoring and working with clinical stakeholders (physicians, nurses, and service line administrators).
- Experience managing complex projects and cross-functional teams.
- Proficiency in using CRM tools (e.g., Salesforce, Airtable) and collaboration tools (e.g., Slack, Notion).
Now Skills/Aptitude:
- Strong communication, interpersonal, and problem-solving skills with the ability to work independently.
- Exceptional ability to build relationships with clinical professionals and administrative stakeholders.
- Entrepreneurial mindset with the ability to thrive in a fast-paced, evolving environment.
- High attention to detail, analytical thinking, and problem-solving capabilities.
- Passion for customer success and a deep understanding of customer engagement strategies.
- Willingness to travel as needed to support customer success initiatives.
Now Benefits:
- Extensive coverage, including dental & vision, financed at 90%
for each section heading. Only include sections where there is real specific content. Do not repeat job title as heading. Do not include Job ID etc. Remove boilerplate, duplicated lines, application instructions. Preserve all substantive info.
We need to decide which sections correspond.
- About the role: could be "About us" description of company and role context. Could include "About us" paragraph(s). Might also include "Job and recruitment context". But we need to avoid duplication.
- Responsibilities: list of duties from "Working Closely With ... Your Key Responsibilities Will Include, But Are Not Limited To, The Following:" bullet list.
- Requirements: maybe "Preferred Experience" includes education, experience, etc. Could be Requirements.
- Qualifications: maybe overlapping with Requirements; but we need to avoid thin sections. Could combine? But we need to follow instruction: prefer few substantive sections over many thin ones. So maybe we have About the role, Responsibilities, Requirements (including education/experience), Skills (skills/aptitude), Benefits, Pay. Schedule: not mentioned (travel 20% maybe but not schedule). No schedule info, so omit.
We must not include sections with placeholder like "commensurate with experience". We have specific salary: "$120k 10% variable pay based on annual objectives". That's specific enough for Pay.
Benefits: listed: "Extensive coverage, including dental & vision, financed at 90% by Implicity (70% for dependents) 401K : up to 4% match 25 PTO + 9 bank holidays Maternity (paternity) leave policy: 4 weeks (2 weeks) fully paid". That's specific.
Now we need to ensure we don't duplicate content. We'll extract substantive info.
Let's parse the posting:
First part: repeated intro about Implicity (two copies). We'll keep one concise version.
"About us Implicity is a digital MedTech company delivering advanced innovation to cardiologists through Big Data and Artificial Intelligence. Our industry-leading cardiac remote monitoring platform simplifies the management of complex clinical data and enables earlier identification of patient issues—helping clinicians deliver the right care at the right time. In short, joining Implicity means contributing directly to improved patient outcomes. Founded in 2016 by Dr. Arnaud Rosier, a cardiologist and AI researcher, and David Perlmutter, an engineer and entrepreneur, Implicity has grown into a transformative force in cardiac care. More than a decade later, this French startup-turned-scale-up is helping shape the future of cardiology on a global scale. Over 250 hospitals and medical centers already use Implicity’s solutions Supporting more than 100,000 patients worldwide At Implicity, you’ll collaborate with experts across data science, engineering, clinical affairs, regulatory, IT, sales, and customer success, all working together toward a shared mission. The team has established Implicity as a clear European market leader and is now expanding rapidly in the U.S. Why Implicity? Patients receive higher-quality, more proactive care Physicians spend less time managing data and administrative burden, allowing greater focus on prevention and treatment Healthcare payers benefit from lower overall costs by emphasizing monitoring and prevention over hospitalization and acute intervention Ready to get started? We’d love to connect."
That's the About us.
Then "Job and recruitment context The Customer Success Manager (CSM) - North America is responsible for ensuring the satisfaction, engagement, and retention of Implicity’s customers in the region. This role plays a crucial part in onboarding new clients, supporting them in scaling their remote cardiac monitoring activities, and serving as the primary point of contact for all customer needs. Reporting to the Lead Customer Success Manager, the CSM will collaborate closely with sales, product, and clinical teams to drive customer success and influence product development based on customer feedback."
That could be part of About the role.
Then responsibilities list.
Then "Preferred Experience Education Bachelor’s degree or equivalent experience in healthcare technology, customer success, or related fields. Minimum of three years’ experience in customer success/onboarding, preferably in the medical device or healthcare industry. Prior experience in remote cardiac monitoring or cardiology-related technology is highly preferred. Familiarity with reimbursement codes for remote monitoring and working with clinical stakeholders (physicians, nurses, and service line administrators). Experience managing complex projects and cross-functional teams. Proficiency in using CRM tools (e.g., Salesforce, Airtable) and collaboration tools (e.g., Slack, Notion)."
Then "Skills/Aptitude Strong communication, interpersonal, and problem-solving skills with the ability to work independently. Exceptional ability to build relationships with clinical professionals and administrative stakeholders. Entrepreneurial mindset with the ability to thrive in a fast-paced, evolving environment. High attention to detail, analytical thinking, and problem-solving capabilities. Passion for customer success and a deep understanding of customer engagement strategies Willingness to travel as needed to support customer success initiatives."
Then "Recruitment process 1° Screening interview (either HR or Manager) 2° Job interview with Krissy (Lead Customer Success US), your future manager 3° Final interview with Lucie (COO) 4° Possible reference check and background check Depending on your availabilities, the recruitment process should last less than 4 weeks."
We need to remove application instructions? The recruitment process is maybe considered application instructions? The instruction says: "Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions." Recruitment process could be considered application instructions? It's about interview steps. Might be considered part of hiring process, but likely considered application instructions. Safer to omit it. The instruction says remove application instructions. So we should omit the Recruitment process section.
General information: Salary, Benefits. We'll keep those.
Thus sections:
- About the role: combine About us and Job and recruitment context (role description). Could be a paragraph.
- Responsibilities: list from responsibilities.
- Requirements: Preferred Experience (education, experience, etc.)
- Skills: Skills/Aptitude.
- Benefits: Benefits.
- Pay: Salary.
We should not include Schedule.
Now format:
About the role
... combined text ...
Responsibilities
- ... ...
Requirements
- ... ...
Skills
- ... ...
Benefits
- ... ...
Pay
$120k base salary with 10% variable pay based on annual objectives.
We need to ensure we preserve all substantive info. Let's extract details. About us text: We'll combine into a concise paragraph but preserve all info. Must not invent or summarize away detail. We need to keep all substantive information; we can rephrase but must not lose detail. However we can combine sentences; it's okay as long as we keep the info. Let's capture: - Implicity is a digital MedTech company delivering advanced innovation to cardiologists through Big Data and Artificial Intelligence. - Industry-leading cardiac remote monitoring platform simplifies management of complex clinical data and enables earlier identification of patient issues—helping clinicians deliver the right care at the right time. - Joining Implicity means contributing directly to improved patient outcomes. - Founded in 2016 by Dr. Arnaud Rosier, a cardiologist and AI researcher, and David Perlmutter, an engineer and entrepreneur. - Implicity has grown into a transformative force in cardiac care. - More than a decade later, this French startup-turned-scale-up is helping shape the future of cardiology on a global scale. - Over 250 hospitals and medical centers already use Implicity’s solutions. - Supporting more than 100,000 patients worldwide. - At Implicity, you’ll collaborate with experts across data science, engineering, clinical affairs, regulatory, IT, sales, and customer success, all working together toward a shared mission. - The team has established Implicity as a clear European market leader and is now expanding rapidly in the U.S. - Why Implicity? Patients receive higher-quality, more proactive care. - Physicians spend less time managing data and administrative burden, allowing greater focus on prevention and treatment. - Healthcare payers benefit from lower overall costs by emphasizing monitoring and prevention over hospitalization and acute intervention. - Ready to get started? We’d love to connect. Job and recruitment context: The Customer Success Manager (CSM) - North America is responsible for ensuring the satisfaction, engagement, and retention of Implicity’s customers in the region. This role plays a crucial part in onboarding new clients, supporting them in scaling their remote cardiac monitoring activities, and serving as the primary point of contact for all customer needs. Reporting to the Lead Customer Success Manager, the CSM will collaborate closely with sales, product, and clinical teams to drive customer success and influence product development based on customer feedback. We'll combine these into About the role paragraph. Now responsibilities list (from "Working Closely With The Lead Customer Success Manager And The US Sales Team, Your Key Responsibilities Will Include, But Are Not Limited To, The Following:" then list): - Customer Onboarding & Training: Manage the entire onboarding process for new clients, ensuring they are set up for success and trained effectively on Implicity’s remote monitoring platform. - Customer Relationship Management: Foster and maintain strong relationships with clients, providing ongoing support and guidance to help them scale their remote patient monitoring programs. - Technical Support & Issue Resolution: Address customer inquiries, troubleshoot technical issues, and coordinate with internal teams to ensure timely resolution. - Collaboration with Sales & Product Teams: Work closely with the sales team pre- and post-sale to align on customer needs and ensure a seamless transition from sales to customer success. Act as the voice of the customer to inform internal teams and influence the product roadmap. - Customer Success Metrics & Retention: Monitor key customer success metrics, including Net Promoter Score (NPS) and customer adoption trends, with a focus on maintaining high levels of customer satisfaction and reducing churn. - Process Improvement & Best Practices: Develop and implement best practices, playbooks, and standardized procedures for onboarding and customer engagement. - Customer Education & Communication: Serve as the primary liaison between customers and Implicity’s internal teams, keeping customers informed about platform updates, new features, and best practices. - Project Management: Lead and manage customer-specific projects, such as EHR integrations and workflow optimizations, to enhance the overall customer experience. - Business Travel: Travel to medical centers across North America as needed (approximately 20%). We'll keep each as