Customer Success Manager

Cosm Medical is a medical device company transforming Pelvic Care to improve the lives of women affected by pelvic floor disorders (PFDs). Pelvic floor disorders, including pelvic organ prolapse, urinary and fecal incontinence, drastically decrease quality of life. These disorders are common (affects 1 in 4 adult women, half of all women by 80 years of age), growing (with the ageing population and increase of obesity) and underserved (stigmatized and traditionally low priority vs. other health concerns). The current non-surgical treatment for pelvic organ prolapse is the use of pessaries, which are intravaginal support devices that come in 100+ different sizes and shapes and are fit by trial and error, resulting in a relatively low success rate.
At Cosm, we are developing Gynethotics™, made-to-measure gynecological prosthetics, to manage pelvic organ prolapse and incontinence. Our goal is to transform the art of pessary fitting into the data science of Gynethotics™ by combining Artificial Intelligence with 3D printing. Check how we Personalize Pelvic Care on our website at: .
Join our mission for Personalizing Pelvic Health!
Role SummaryThe Customer Success Manager helps our customers succeed with Cosm products and helps more clinicians discover them. Reporting to the Head of Product, you’ll own the customer experience for our clinic customers, from onboarding through ordering, delivery and follow-up. You’ll keep our customer data and reporting in order, support marketing with customer stories, clinician materials and events, and support new releases of our clinic and patient apps from the customer’s point of view. This role suits someone with a few years of customer success or account management experience, ideally in healthcare, who cares deeply about customers, pays attention to the details, and knows how to get things done in a small, fast-moving team.
The job will be located at Cosm’s office at the
MaRS Accelerator (101 College St.) in Toronto’s world-renowned Healthcare Technology hub.
Job DescriptionResponsibilities:Customer Success:Own the customer experience for clinics and clinicians, from onboarding through orders, delivery and follow-up. Be their go-to contact for questions about orders, products and our clinic ordering app.
Lead onboarding for new clinics: account setup, ordering walkthroughs and training. Build and improve the onboarding process as we grow.
Own the customer feedback and complaint process, working with Quality under our Quality Management System, resolve issues with the software and operations team and turn recurring issues into clear insights for the product team.
Manage returns and collect outcomes for every order, and get clinicians to report them consistently, because this data trains our AI models and improves our products.
Support post-market surveillance activities by tracking user feedback, adoption and performance metrics.
Keep FAQs, help guides and customer support templates up to date.
Track customer satisfaction and retention (e.G., reorder rates, feedback scores) and act on what you learn.
Keep customer accounts and contacts accurate and up to date in our CRM (e.G., HubSpot).
Track and report on customer and sales metrics for leadership.
Clinician Community & Engagement:Manage our clinician community forum: post updates, answer questions and keep discussions active.
Contribute content for our social media, newsletter and website, such as clinician-focused posts and product updates.
Keep up with women’s health conversations, creators and trends online, and bring new ideas to the team.
Help prepare webinars, clinic training sessions and conference logistics.
Gather customer stories and testimonials, with consent, for case studies and marketing content.
Keep clinician resources up to date, such as brochures, product sheets, ordering guides and presentations, and make sure everything goes through the right review and approval steps for medical device marketing.
Other Responsibilities:Support new releases of our software with testing from the customer’s point of view.
Work closely with the product, clinical, quality and software teams.
Adhere to all requirements of the Quality Management System.
Perform miscellaneous administrative tasks and job-related duties as assigned.
Knowledge, Skills & Abilities:Customer obsession: you care about every clinic’s experience and follow through until problems are solved.
Strong project manager: organized and detail-oriented, able to run several projects at once and deliver on time.
Excellent written and verbal communication skills. Strong attention to detail.
Comfortable with technology and quick to learn new software and apps.
Able to work both independently and cross-functionally with multiple managers.
Strong proficiency with Microsoft Office suite (Word, PowerPoint, Excel) is required.
Preferred: experience with social media a tools, design tools (e.G., Canva) and bilingual English/French.
Education and Experience:College diploma or bachelor’s degree in marketing, business, communications, health sciences or a related field.
3–5 years of experience in customer success, account management or customer support, ideally at a medical device or healthcare company.
Hands-on experience with a CRM (e.G., HubSpot, Salesforce) and customer reporting.
Experience in healthcare, medical devices or other highly regulated industries (ISO 13485, etc.) is a strong asset.
Physical Requirements and Environmental Conditions:Fast-paced startup work environment.
Position may require some limited travel.
This is an opportunity to join our small and skilled team that is leading the way in creating a new personalized medical devices category for underserved women’s health conditions.
Applications will only be considered from candidates eligible to work in Canada without sponsorship.
Only those candidates selected for interviews will be contacted.
COSM is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by law.
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