Customer Success Manager & Ops

Implicity; Paris; Hybride; EUR 38 000 - 41 000; Plein temps

Résumé du poste

A health technology innovator in Paris seeks a Customer Success Manager to manage relationships with medical users of a remote monitoring platform. The role involves teaching platform use, identifying upsell opportunities, and relaying user feedback. Candidates should be fluent in both French and English, have experience in customer success, and be comfortable with SaaS products. This position offers a competitive salary range and various employee benefits, including remote work options.

Prestations

Health care plan

Luncheon vouchers

Transport reimbursement

Stock options

Qualifications

• You have at least one experience in Customer Success, Sales, or Account Management.
• You are comfortable with complex software products.
• You can explain technical things clearly to non-experts.

Responsabilités

• Build and maintain strong ties with medical teams.
• Teach medical staff how to use the platform.
• Identify and negotiate opportunities to grow account value.
• Relay field insights to improve the platform.
• Manage optimization projects for client support.

Connaissances

Customer Success

Sales

Account Management

Fluent English

Fluent French

Outils

Notion

Slack

Jira

Zendesk

Excel

Description du poste

About us

💙 Implicity is a digital MedTech, that brings outstanding innovations to cardiologists, thanks to Big Data and Artificial Intelligence.

Thanks to our leading cardiac remote monitoring platform, it’s way easier to manage data and predict patient issues, so that cardiologists can bring the best care at the best time.

To put it simply, when you join Implicity, you’ll contribute to save lives with us 💓🩺

Dr Arnaud Rosier (cardiologist and AI researcher) & David Perlmutter (engineer and entrepreneur), co-founded Implicity in 2016.

• 10+ years later, a French Start-Up / Scale-Up 🐓 is a real game changer in the healthcare market, literally shaping the future of cardiology.
• 250+ hospitals / medical centers are already using our solutions, covering 100 000+ patients.

👩🏻👨🏿👱🏻 At Implicity, you will find the greatest experts in data science, engineering, clinical, regulatory, IT, sales, customers success, etc. working together.

This amazing team already managed to make Implicity a clear European leader, and we will very soon do the same in the US market.

In a nutshell, thanks to Implicity:

🏆 Patients get a far better care

🏆 Doctors’ life is far easier, they can have a far better focus on prevention/treatment, and not admin/data burden

🏆 Healthcare payers (Social Security in France) eventually pays a far lower price (preventing/monitoring instead of treating/hospitalizing)

It can start as soon as you can!

Want more infos?!

• Our website: https://www.implicity.com/about-us/
• Our team: https://www.welcometothejungle.com/fr/companies/implicity/team-1
• Our other opening jobs: https://www.implicity.com/careers/

Job and recruitment context

⭐️ Opening line ⭐️

As a Customer Success Manager (Operations & Small business), you are the key contact for medical users who rely on our cardiac remote monitoring platform daily. By mastering our technology, you help them stay focused on what matters most: caring for their patients. You don’t just manage accounts, you ensure our tools deliver their full promise to help doctors at scale.

🤝 Reporting Structure

• Direct Report:Anaïs (Lead CSM).
• Collaboration:You will work closely with the Customer Success team, the Sales department, and the Product team.

🧠 Your missions

Account Management & Growth (80%):

• Relationship Management: Build and maintain strong ties with demanding medical teams through active listening and professional excellence.
• Training & Education: Teach medical staff how to use our platform and explain complex features in simple terms to ensure they are fully autonomous.
• Upsell: Proactively identify and negotiate opportunities to grow the value of your accounts.
• Product Expertise: Deep dive into the platform and our internal tools to solve client questions independently and become a true product expert.
• Customer Voice: Relay field insights and user feedback to the rest of the company to help improve the platform.
• Travel requirements: approximately 10% of the time, including client site visits and annual conventions.

Ops Excellence & Projects (20%):

• Ops & Process Improvement: Identify optimization areas and launch projects (like FAQs or Webinars) to help the team support more clients as we grow.

🧁 Our Technical Environment

• Daily Tools: Notion, Slack, Google Drive.
• CS Stack: Jira, Excel, Zendesk and our internal Back-office.
• Product: A complex and innovative SaaS healthcare platform.

🥇 Your Profile and Mindset

Experience Profile

• Proven Track Record: You have at least one experience in Customer Success, Sales, or Account Management.
• SaaS Culture: You are comfortable with complex software products.
• Languages: You speak and write fluently in both French and English.

Mindset and Soft Skills

• Rigor & Precision: You maintain high attention to detail, especially when handling sensitive health data.
• Simple Communication: You can explain technical things clearly to non-experts.
• Action-Oriented: You are proactive and don't wait for instructions to solve a problem.

At Implicity, you will have a weekly meeting with your manager to help you succeed, and each team works with quarterly OKRs.

A Note on Applying: We know the perfect candidate doesn't exist. If you believe you possess the core required experience and strongly align with this mindset, we highly encourage you to apply.

Recruitment process

1. 📞 1st HR Contact with Astrid (Talent Acquisition) – 30-45 min (G‑meet)
2. 👥 Job Interview with Anaïs (Lead CSM) – 30-45 min (G‑meet)
3. 🧠Technical Interview with Anaïs (Lead CSM) & Anne (Head of Customer Success) – 1h30 - (On‑site) (Case study and role‑play).
4. 🤖 Fit Interview with Lucie (COO) – 1 hour (On‑site or Remote)

Meet the Team– 30 min - On‑site or Remote

1. 📞 Reference Check & Offer (usually follows within 72 hours 🤞)

Depending on your availability, the recruitment process should last less than 3-4 weeks.

General information

💰 Salary

• For this job (CDI), you have a 38-41k€ base salary and a 10% variable.
• Eligible for stock option (BSPCEs) according to the company's existing rules

👍 Benefits

• Health care plan: Alan (50% employer)
• Luncheon voucher: 9€ (50% employer)
• Transport: 50% of your pass OR sustainable mobility pass

📍 Remote work & Location

• 3 days per week (progressively)
• Location: 29 rue du Louvre, 75002, PARIS

Why us?

• Work that matters: We don't just sell software; we provide a solution that directly helps doctors and improve patient care.
• High‑growth stage: With 100+ people, we are at the perfect size: large enough to have structure, but small enough for your individual impact to be felt every day.
• Structure for Autonomy: We encourage proactivity but provide the right support through weekly 1:1s and clear quarterly OKRs to help you move in the right direction.
• Innovation Mindset: We are all focused on constantly improving our product and processes. You will use innovative AI‑powered tools to stay ahead and work smarter.
• Our Values: Our culture is built on Integrity (acting with fairness), Ambition (striving for excellence in healthcare), and Cooperation (supporting each other for collective success).
• Balance & Culture: We offer a respectful, remote‑friendly environment with regular team events to keep us connected.
• Shared Success: Every employee is incentivized with company equity (BSPCE) to share in our collective growth.