Customer Success Manager

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

Pocket Health 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 Pocket Health platform, we’ve grown our core functionality to enable sharing between hospitals and physicians, as well as instant image retrieval and automated importing capability.

Pocket Health 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 Pocket Health 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.

The salary range for this position is $80,000 - $90,000 annually. Salary is just one part of the story, though; this role is also eligible for a discretionary bonus, equity in the form of stock options and includes a comprehensive health and benefits package. We view our compensation as a total investment in your well-being, designed to support you both in your work and in your life outside of it.

About You:

• 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.
• Yo…