Customer Success Manager

What if you could personally impact the future of healthcare? As part of the PocketHealth team, you will enable hospitals and clinics across North America — and more importantly, empower over 2 million patients — to discover a better healthcare experience.

PocketHealth is a patient-centric platform that enables hospitals and clinics across North America to share imaging records digitally with patients, instantly and securely. Through our platform, we enable patients to be active and engaged participants in their own care, and take control of their care journey. In addition to image sharing, which is the heart of the PocketHealth platform, we’ve grown our core functionality to enable sharing between hospitals and physicians, as well as instant image retrieval and automated importing capability. PocketHealth is a unified image management solution for over 800 hospitals and clinics across North America. We believe that by placing patients at the center of the record release process, data moves more ethically, easily and securely throughout the care journey, and we’re looking for passionate individuals to help make this vision a reality for millions more patients across North America.

About the team & the role

We are looking for a creative, motivated and deeply curious individual to help build our dynamic Customer Success team. Our dream Customer Success Manager loves a dynamic mix of relationship management, thinking strategically about how to increase awareness of PocketHealth programs within your accounts, and obsessing about delivering the best possible experience for our hospital partners & their patients. 

Customer Success Managers are key members of our post-sales team and are responsible for developing strategic relationships with existing customers (large health systems, community hospitals & outpatient imaging operators) with the goal of growing their book of business quarter-over-quarter. You’ll be supported by a dedicated Marketing function and an all-star customer Onboarding team, who will work closely with you to achieve your account growth goals. 

This is a full-time, work-from-home position with requirements for local travel to customer sites (0-2 days a week on average). Travel is primarily centred around the Southern Ontario region, but travel throughout Canada and the US may be required. You must be legally eligible to work in Canada and able to travel to the US for this role.

• Existing experience as a CSM or similar where expansion & growth has been a key focus. Our CSMs do important work and already being familiar with the expectations of a job like this will help you get up to speed quickly.
• Education in & passion for healthcare. Whether it be an undergrad in a related field, a certificate of some sort, or some courses on Udemy - we want to know that you're passionate about what you do and always want to be developing your skills. With acronyms like PACS being thrown around often, it’s helpful for you to know the lingo our providers use, too.
• Stellar relationship building skills. There’s a level of emotional and business intelligence required in a role like this which will help you navigate conversations with front line staff, technical experts, all the way up to Director level and beyond when onsite with our providers.
• You can get around: The best way to get to know our customers is often in-person. So, you have a driver’s license, a passport and a passion for in-person interaction. 
• You're organizational royalty. Planners, calendars, notebooks - whatever you use works for you, and works for you well. Your organizational skills allow you to manage a book of 30+ accounts with ease without overwhelm and without sacrificing integrity or the experience we create for our providers. 
• You hustle. This means you take ownership of the growth in your book of business and do what it takes to get it done - and get it done well.

• You know what needs to get done, and you know how to break it down and deliver. From start to finish, you pride yourself on seeing it through and executing with excellence.
• Drive, ownership and delivering value are part of your DNA. You should be able to point to multiple examples from the past that clearly demonstrate how you overcame obstacles to reach expansion targets.
• Your track record of building relationships internally and externally is one that you're proud of. Building relationships comes naturally to you. You're big on feedback so share it regularly, and keep the customer experience top of mind. You're comfortable demoing and training stakeholders on new & existing functionality.
• Your creativity and innovation allows you to think of solutions in out-of-the-box ways. Progress over perfection is where it's at!

• Own, manage and grow a dedicated book of business, consisting of a variety of accounts. Uncover and develop opportunities for cross-selling and up-selling.
• Become an expert on PocketHealth marketing programs, and guide your partners toward the growth solutions best suited for their patients, staff & operational goals.
• Hold periodic business reviews, site visits and training for your customers — both virtually and in-person.
• Build strong relationships with key stakeholders — from front-line reception to C-suite — across your accounts.
• Present tailored demos & training of PocketHealth to staff at all levels of seniority within your accounts, both virtually and in-person.
• Be accountable for meeting quarterly KPIs primarily related to revenue growth metrics within your book of business.
• Work cross-functionally with Product, Marketing, Onboarding, and Support and act as a trusted advisor and liaison between your accounts and internal Pocket Health teams.

You can do amazing things at PocketHealth. You can positively impact the healthcare journey for millions of people, while building your career and developing your skills. It doesn’t have to be one or the other. It has been a part of our mission since our founding to empower patients & make healthcare accessible to all, and we know this can only be achieved with a team of diverse perspectives that is representative of the Patient & Provider communities we serve. 

People love working here for these reasons and more: working remotely, our competitive salaries and benefits (including stock options for every employee!), four weeks of paid time off, unlimited paid wellness days, extended mental health coverage, and 16 weeks of parental leave top-up.

We’re proud to foster a culture that embraces diversity, equity, and inclusion, and we believe in caring for our employees with the same thoughtfulness we offer our Patients & Providers.

If there are ways we can support you through the recruitment process with an accommodation, please let us know by reaching out to View email address on jobs.jobcopilot.com . Applications are accepted via posting only.