Customer Success Manager

Octagos is a health technology company modernizing remote cardiac monitoring through AI-powered automation, EHR integrations, and clinical oversight. The Customer Success Manager will lead post-sale success for cardiology and electrophysiology customers by implementing success plans, driving adoption, supporting clinical integration, and improving retention, workflow efficiency, and patient outcomes.

Responsibilities:

• Serve as the primary point of contact and trusted advisor for accountsutilizingOctagos' CIED and ambulatory monitoring solutions
• Design and execute customer success plans with clearly defined goals, KPIs, and timelines aligned with each clinical partner's needs
• Drive adoption andutilizationmetrics (e.g., device transmission compliance, staff engagement levels, referral throughput, time-to-diagnosis)
• Provide structured onboarding, workflow integration support, and continuous training onOctagos' platform
• Proactivelyidentifyrisks to customer satisfaction or retention and lead mitigation strategies
• Develop strategic relationships with key stakeholders including EPs, Cardiologists, Clinical Admins, and Device Clinic Coordinators
• Identifyexpansion opportunities within existing accounts foradditionalservices or technology modules, and schedule regular in-person visits to strengthen relationships, understand evolving needs, and build trust with clinical and administrative stakeholders
• Leverage a deep understanding of CIED workflows (pacemakers, ICDs, CRTs, ILRs) to tailor recommendations andoptimizethe clinical experience
• Act as a liaison between customers and internalOctagosteams including Product, Support, and Clinical Operations to resolve issues and drive product improvements
• Monitor performance dashboards and communicate insights regularly to clients with a focus on delivering actionable outcomes
• Participate in quarterly business reviews with clients to evaluate success metrics and refine account strategy

Requirements:

• Minimum 3–5 years of experience in customer success, account management, clinical support, or sales—ideally within the implantable cardiac device or cardiovascular technology space
• Strong knowledge of CIED platforms and transmission management workflows (e.g., remote monitoring platforms, Merlin, CareLink, Latitude, or Biotronik Home Monitoring)
• Proven ability to drive customer outcomes using a structured success methodology and metric-driven approach
• Proficient office skills; Excel required
• Exceptional interpersonal, project management, and communication skills
• Willingness and ability to travel 25% or more as needed for on-site account support
• Bachelor's degree (healthcare, life sciences, business, or related field preferred)
• Strong understanding of billing processes, clinic administration, healthcare technology, and product development is helpful
• SQL a strong plus