Customer Success Manager, Empower

Össur; United States; Remote; USD 74,000 - 111,000; Full time

Job summary

A leading company in mobility solutions seeks a Customer Success Manager for their Empower platform. This role involves high travel and focuses on onboarding, relationship management, and driving product adoption. The ideal candidate will have a Bachelor's degree and experience in healthcare operations. Join a team dedicated to improving patient mobility and satisfaction.

Qualifications

• 4-6 years of experience in healthcare operations or customer onboarding.
• Experience supporting or implementing SaaS platforms in healthcare is a plus.

Responsibilities

• Lead onsite Empower implementations and ensure clinic readiness.
• Build strong relationships with key clinic stakeholders.
• Monitor customer issues and advocate for solutions.

Skills

Communication

Interpersonal Skills

Problem Solving

Organizational Skills

Education

Bachelor's Degree

Tools

Microsoft Office

Salesforce

Job description

Customer Success Manager, Empower page is loaded

Customer Success Manager, Empower

Apply locations Remote United States time type Full time posted on Posted 3 Days Ago job requisition id REQ-4285

Job Function:

The Empower Customer Success Manager (CSM) plays a critical role in executing successful Empower implementations, driving clinical workflow adoption, and supporting Össur’s product growth across its Empower customer base. This high-travel position combines hands-on onboarding, relationship management, and sales enablement, positioning the CSM as the face of Empower during and after go-live.

CSMs lead clinics through the full onboarding lifecycle, including training, configuration, and go-live execution, while also identifying opportunities to increase utilization of Össur’s bracing and support products. Post-launch, CSMs maintain light-touch engagement focused on product adoption, satisfaction, and clinical alignment. Their presence ensures not only a smooth software experience but also a path to maximize the clinic’s value through Empower.

Working closely with B&S Sales Teams and the Senior Manager, Customer Success and Solution, the CSM surfaces clinical use cases, participates in cost-savings evaluations, and contributes to strategic account planning for both new and existing customers. This role is essential in ensuring that Empower software success translates into long-term Össur product growth and retention.

Responsibilities:

• Lead onsite Empower implementations, including training, workflow setup, go-live execution, and post-launch adoption support

• Serve as the primary point of contact during implementation to ensure clinic readiness, user confidence, and successful onboarding

• Build strong relationships with key clinic stakeholders and act as a trusted advisor throughout the Empower journey

• Develop and execute account-specific success plans with defined milestones, ensuring customer satisfaction and retention

• Collaborate with the Senior Manager and Sales to align implementation execution with broader account strategy and Össur product growth goals

• Identify clinical use cases and participate in cost-savings analyses to support increased adoption of Össur braces and supports

• Surface product expansion opportunities and coordinate with Sales on conversion campaigns and next-step engagement

• Contribute to the development of clinical workflows and protocols that enhance Empower’s value and increase share of wallet

• Provide high-touch education and coaching to drive platform adoption and promote long-term value realization

• Support the creation and delivery of training content, educational tools, and user resources

• Maintain clear documentation of customer interactions, progress, feedback, and key activities within the company CRM

• Monitor customer issues, escalate concerns, and advocate for solutions that improve the overall customer experience

• Deliver regular follow-up after go-live to ensure stable adoption and transition customers to long-term success

• Organize account priorities, manage territory travel, and execute all responsibilities with professionalism and ethical conduct

• Partner cross-functionally with Product and Application teams by sharing insights and feedback from field engagements

• Comply with all Össur policies, procedures, reporting standards, and company values — Honesty, Frugality, and Courage

• Maintain confidentiality of proprietary information and exercise good judgment in the use of company funds and resources

• Travel up to 50–70% to customer sites and represent Össur with empathy, integrity, and clinical expertise

• Perform other duties as requested

Qualifications:

• Bachelor’s Degree required.

• 4–6 years of experience in healthcare operations, clinical support, or customer onboarding.

• Skilled in working with different functions and effectively coordinates their activities to achieve desired results.

• Experience supporting or implementing SaaS platforms in a healthcare environment is a plus.

• Excellent communication, interpersonal, and problem-solving skills.

• Comfortable leading in-person training and adapting to different clinical environments.

• Highly organized and able to manage multiple implementation timelines.

• Ability to travel up to 50–70%, primarily related to new account go-lives.

• Proficiency in Microsoft Office, Salesforce, and cloud-based platforms.

• Potential for 1-2 weekends a year.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Individuals may need to sit or stand as needed. May require walking primarily on a level surface for periodic periods throughout the day. Reaching above shoulder heights, below the waist or Lifting as required to file documents or store materials throughout the work day. Proper lifting techniques required. May include lifting up to 25 pounds on occasion.

The US base salary for this full-time position is $74,818 - $110,815 + benefits + bonus. Our ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific range for your preferred location during the hiring process.

Össur is a leading global provider of prosthetics and bracing and supports solutions.

Embla Medical is an equal opportunity employer and makes employment decisions on the basis of merit. We want to have the best available individual in every job.

Embla Medical's equal opportunity policy prohibits all discrimination (based on race, color, creed, sex, religion, marital status, age, national origin or ancestry, physical disability, mental disability, military service, pregnancy, child birth or related medical condition, actual or perceived sexual orientation, or any other consideration made unlawful by local laws around the world).

Embla Medical is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all individuals involved in the operations of Embla Medical and prohibits discrimination by any employee of Embla Medical, including supervisors and co-workers.

Important Warning: Beware of fraudulent recruiters impersonating our company. Please take extra caution when asked for any sensitive personal information, such as social security numbers or bank account details. We will never ask you for any form of payment during the recruitment process. Please make sure you refer to our official website .

About Us

Embla Medical is a leading global provider of innovative mobility solutions that help people live a Life Without Limitations. At Embla Medical, we are dedicated to improving people’s mobility. We do this with compassion and innovation, from how we design our award-winning mobility solutions to how we operate our network of patient care clinics.

Embla Medical is home to Össur, a leading global provider of prosthetics and bracing and supports solutions; FIOR & GENTZ, an innovative developer of neuro orthotics; and College Park, creators of custom-built prosthetic solutions. Embla Medical also provides patients with world-class care through a global network of Orthotic and Prosthetic (O&P) facilities, operating under various brand names, including ForMotion.

Our People

The way we work is unique. We empower our colleagues worldwide and encourage close collaboration, allowing us to develop the best products and maintain the highest possible standards of care.

Our values – honesty, frugality and courage – are the glue that binds us together and form the foundation of our company culture.

Joining Embla Medical is not just about doing your job, it’s more than that. The patients we care for depend on us to help them get back their freedom and livelihood. That is what drives us all to go to work, each day.

If you are interested in joining our global team of talented individuals, please submit your information and resume for review.