Customer Success Representative; Health Systems Segment

Location:

Remote (Canada) EST Preferred

Company:

Conquer Experience | Creators of Periop Sim

EdTech / Healthcare Simulation

Employment Type:

Full-time, Remote

At Conquer Experience , we make education an experience . We’re a passionate, innovative team with a strong foundation in gaming, virtual reality, and simulation. We bring Healthcare Education to life through engaging digital tools like Periop Sim , our award-winning 2D and VR training assessment, used by healthcare professionals to train perioperative nurses across North America and globally.

L earning I mpact through Innovation T eamwork

Now is an exciting time to join Conquer Experience . We’ve experienced rapid growth due to the expansion of our Periop Sim product into new markets. We value and care about our team members and believe that flexibility fosters productivity. We work together to help everyone grow and we treat our customers as our closest friends.

Are you genuinely driven to help others learn and are passionate about improving health and safety? Do you consistently go above and beyond for customers? If yes, Please We are seeking a Customer Success Team member to manage a portfolio of US and Canadian Health Systems customers. In this role, you will be responsible for strengthening customer retention and cultivating advocacy.

You will enjoy collaborating with customers to understand and continuously align with their business goals, ensuring they optimize the value they receive from Periop Sim. Your efforts will set them up for success from onboarding through renewal.

We’re looking for a Customer Success Representative to join our Customer Success Team, managing a portfolio of Canadian and US-based healthcare systems. In this role, you’ll build lasting relationships with customers, including OR Directors and OR Educators, ensuring they get maximum value from Periop Sim from onboarding through to renewal. You’ll play a vital role in improving system usage, customer retention, growth, and advocacy, helping educators integrate our VR application into their OR training programs.

• Customer Management:
  Look after a portfolio of Health System customers across the USA and Canada. Identify Champions and advocates at customer sites who will also help drive expansion into other facilities in their Health System.
• Onboarding & Training:
  This includes training and coaching our OR Educators to use Periop
  
  SimVR, collaborating with them on Curriculum Integration plans, helping integrate these plans into their Training Curriculum, and providing ongoing support for their cohorts.
• Technical Support:
  Provide initial Tier I support to your customer accounts, and engage Tier 2 as needed.
• Retention & Engagement:
  Drive retention by proactively engaging customers, to ensure they are receiving optimum value from our application and escalate any potential risk of churn, once identified.
• Customer Advocacy:
  Serve as the voice of the customer internally. Develop and work with Customer champions to identify upsell/expansion opportunities to pass on to Sales.
• Reviewing, interpreting, and accurately executing customer contracts.
• Team Collaboration:
  Work closely with a distributed remote team using tools like Slack, Zoom, and Hubspot.

• 2+ years of experience in Customer Success or Customer Support with some sales or account management exposure
• Proven relationship-building skills and the ability to create loyal, long-term partnerships
• Strong communication skills (written, verbal, and presentation)
• Experience with reading, understanding and executing detailed customer contracts.
• Tech-savvy with tools like G-Suite, Slack, Zoom, Hubspot, and MS Office
• Self-starter with the ability to manage time and tasks independently
• Solution-oriented mindset and consultative approach to customer interactions
• Coachable, with a great work ethic and eagerness to learn
• Comfortable working remotely with both customers and internal teams

• Experience in healthcare education or simulation
• Familiarity with VR technology or personal/professional use of VR
• Post-secondary education…