Customer Success Manager

Heartbeat Health is a venture-backed health tech startup revolutionizing the delivery of cardiovascular care. Our vision is a world where cardiac conditions are detected early, care coordination is friction-free, and at-risk individuals are empowered to live long, heart-healthy lives. Powered by a connected ecosystem of heart health providers, Heartbeat delivers a range of clinical services, including same-day diagnostic reads, televisits, and virtual care programs for patients with atrial fibrillation, vascular disease, and heart failure. We have been featured on TechCrunch, CNBC, Fast Company, and Forbes – and listed on CB Insights Top 150 Digital Health Startups, New York Digital Health Top 100 Startups, and BuiltIn’s 2023 Best Places to Work.

Heartbeat Health is seeking a stellar Customer Success Manager to join our team!

About the Role

• Serve as a primary point of contact for clients across a range of issues, including onboarding, issue management, retention, technical solutioning, and satisfaction
• Establish relationships as a trusted partner to both internal and external stakeholders, helping to ensure that clients realize the value of Heartbeat’s offerings
• Conduct regular check-ins and reviews with clients to ensure their needs are met; understand client goals and work collaboratively with stakeholders to achieve them
• Track performance metrics and drive optimization of workflows and the patient/client experience
• Capture client and product feedback and synthesize for internal stakeholders; Identify opportunities for process improvements and implement them to enhance efficiency and effectiveness
• Help identify, intake, and troubleshoot systems-related issues, especially in connection with tools and client reportingWork with account managem

About You

• At least four years of experience in Customer Success, ideally in a fast-growing startup (with experience in digital health preferred)
• Strong communication skills – both verbal and written
• Strong attention to detail
• Familiarity with early start-up environment; able to move forward in sometimes ambiguous situations with a clear plan of action and next steps
• Proven leadership skills with the ability to build and maintain strong and lasting relationships
• Solid organizational skills including attention to detail and multi-taskingProven ability to solve problems creatively
• Excellent analytical skills
• Bachelor’s degree or equivalent
• Sense of humor a must

Why You'll Love Working Here

• We're mission-driven: we're revolutionizing the way cardiovascular care is delivered

• Up for the challenge: make a big impact by joining a fast-growing team in its early stages

• Great people: become a part of something incredible, and do it with an exceptionally talented, multidisciplinary team.

• We care about diversity: diversity allows us to build an excellent patient experience. We are an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

In addition to finding people who are truly excellent at what they do, our team is founded on a set of values we hold close to heart:

Our Values

• Put patients first.
• Be amazing without ego.
• Stay hungry and focused.
• Be accountable.
• Promote open and authentic communication.
• Assume the best in others.
• Have fun.

You’re open to new ideas, thoughtful in your approach, pragmatic in your delivery, constantly learning, and up for a challenge. You elevate the work of those around you. You want the superpower to save millions of lives.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.