Customer Success Architect

Integrated Medical Systems, Inc.; Bolingbrook (IL); On-site; USD 110,000 - 120,000; Full time

Benefits offered by this job

Comprehensive medical/dental/vision

401k with company match

Job summary

Integrated Medical Systems, Inc. is building a Customer Success function from scratch and seeks a strategist who analyzes the buyer journey, reduces friction, and designs end-to-end processes that boost adoption and revenue.

You will decode customer behavior, leverage data, and turn friction into actionable insights for the sales team, while collaborating across pricing, contracts, and service groups to drive measurable growth.

Qualifications

• Customer-facing experience in CS, account management, consulting, or a similar role.
• Strong curiosity about user behavior and frictionless experiences.
• Ability to analyze data and translate metrics into narratives.
• Excellent verbal and written communication with executives.
• High accountability and cross-functional collaboration.
• Willingness to learn and adopt AI tools in daily workflows.

Responsibilities

• Own the customer experience end to end: map how key accounts work from quote to delivery, billing and rebates; identify friction and opportunities.
• Sell strategically: run account plans and business reviews; grow accounts by solving real problems for clinical, purchasing and executive contacts.
• Build AI-enabled tools and analysis: dashboards, usage and purchasing analyses, proactive alerts, tailored proposals.
• Feed the sales team with actionable insights on risk, opportunities and timing.
• Drive adoption of technology: help customers use ordering, tracking and reporting tools; train and follow up until adoption sticks.
• Work across the company: partner with customer service, pricing/contracts, rebates and sales ops to drive change.

Skills

Customer-facing

Design thinking

Data storytelling

Executive communication

Active listening

Proactive ownership

AI tools

Tools

HubSpot

Excel

Job description

Integrated Medical Systems, Inc. is building a Customer Success function from scratch and seeks a strategist who analyzes the buyer journey, reduces friction, and designs end-to-end processes that boost adoption and revenue.

You will decode customer behavior, leverage data, and turn friction into actionable insights for the sales team, while collaborating across pricing, contracts, and service groups to drive measurable growth.