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US

7 days ago Requisition ID: 1127

Salary Range: $110,000.00 To $120,000.00 Annually

Customer Success Manager Role

About Octagos :

Octagos is modernizing remote cardiac monitoring with AI-powered automation, seamless EHR integrations, and accuracy proven in high-volume, real-world clinics. Atlas AI triages cardiac device transmissions to filter nonactionable alerts and highlights the events that need true clinical attention. Through our Two-Brain Approach – combining Atlas AI with IBHRE-certified oversight – Octagos delivers 99%+ accuracy, sensitivity, and specificity for near‑perfect clinical performance. With fast bi-directional EHR integrations, and flexible, cost-effective implementation, Octagos helps clinics scale care efficiently without compromise. Recognized by TIME and Statista as one of the World’s Top HealthTech Companies 2025, Octagos is redefining how cardiac care is delivered.

About the Opportunity:

We are seeking an experienced Customer Success Manager to join our Ambulatory and CIED (Cardiac Implantable Electronic Device) Monitoring Team, with a core focus on customer success and retention. This strategic, field-based role will be essential to ensuring our customers—especially cardiology and electrophysiology practices—maximize clinical and operational value from Octagos solutions.

You will be responsible for leading post-sale success efforts by implementing success plans, driving product adoption, ensuring clinical integration, and demonstrating quantifiable improvements in workflow, efficiency, and patient outcomes. Success in this role will be measured by customer satisfaction (NPS/CSAT), account retention, device transmission adherence rates, and expanded product utilization across accounts.

• Serve as the primary point of contact and trusted advisor for accountsutilizing Octagos ' 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 and utilization metrics (e.g., device transmission compliance, staff engagement levels, referral throughput, time-to-diagnosis).
• Provide structured onboarding, workflow integration support, and continuous training on Octagos ' 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 internal Octagos teams 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.

• Bachelor's degree (healthcare, life sciences, business, or related field preferred).
• 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.
• Strong understanding of billing processes, clinic administration, healthcare technology, and product development is helpful.
• Proficient office skills; Excelrequired, SQL a strong plus.
• Exceptional interpersonal, project management, and communication skills.
• Willingness and ability to travel 25% or more as needed for on-site account support.

• Competitive base salarycommensuratewithexperience
• Insurance coverageincluding health, dental, vision, short-term and long-term disability