Customer Success & Operations Manager

RhythmScience Inc.; United States; Remote; USD 85,000 - 100,000; Full time

Benefits offered by this job

Bonus potential

Equity ownership

Benefits package

Job summary

RhythmScience Inc. is revolutionizing remote cardiac care with proactive monitoring solutions that help reduce hospital visits and improve patient outcomes. Our platform enables clinicians to oversee cardiovascular patients with timely data and streamlined workflows.

The Customer Success role takes ownership of accounts from go-live through ongoing use, driving enrollment, adoption, and satisfaction, and building repeatable onboarding processes to scale our knowledge across the customer base.

Qualifications

• 3+ years in customer success, client implementation, or technical account support, preferably in cardiovascular or health technology.
• Experience managing several customer accounts at once against firm timelines.
• Comfort working with client IT teams on integrations, and translating clinical and technical issues into clear input for Engineering and IT.
• Experience tracking implementation outcomes and running feedback mechanisms, such as surveys and status reports.
• Strong written communication and documentation skills.

Responsibilities

• Setup documentation: Complete all customer setup forms and implementation documentation for every new account, accurately and on time.
• Enrollment growth: Drive new member enrollment in newly implemented accounts through launch readiness, clinic training, and early adoption support.
• Day-to-day relationship: Serve as the primary day-to-day contact for assigned clinic and health system customers after go-live.
• Proactive monitoring: Track account health and usage to surface and resolve issues before they ESCALATE.
• Root-cause routing: Route recurring technical issues to Engineering and IT for permanent fixes instead of repeated one-off workarounds.
• Customer feedback: Run satisfaction surveys and status reporting, and supply customer insights for the quarterly Pulse of the Customer presentation to leadership.
• On-site and virtual training (can require up to 50% travel)
• Building the onboarding playbook and consolidating knowledge base across the company.

Skills

Customer success experience

Account management

IT collaboration with client teams

Implementation measurement

Written communication

Tools

CRM software

Project management tools

Job description

• United States - Remote (within location)

We believe that healthcare should be proactive, not reactive. Research shows that continuous remote monitoring can reduce hospital visits and improve patient survival rates by over 50%. Our solutions ensure that cardiac patients receive timely care, minimizing risks and enhancing quality of life.

Role overview

As RhythmScience continues to develop solutions empowering clinicians and doctors to improve patient care, clinics and health systems need one accountable point of contact from go-live through ongoing use. This role takes each account from the implementation handoff and stays with the customer afterward to drive enrollment, adoption, and satisfaction.

The role also helps move the team from firefighting to proactive customer success by building repeatable onboarding processes and organizing what we know about each customer.

Key responsibilities

Implementation

• Setup documentation: Complete all customer setup forms and implementation documentation for every new account, accurately and on time.
• Enrollment growth: Drive new member enrollment in newly implemented accounts through launch readiness, clinic training, and early adoption support.
• Day-to-day relationship: Serve as the primary day-to-day contact for assigned clinic and health system customers after go-live.
• Proactive monitoring: Track account health and usage to surface and resolve issues before they ESCALATE.
• Root-cause routing: Route recurring technical issues to Engineering and IT for permanent fixes instead of repeated one-off workarounds.
• Customer feedback: Run satisfaction surveys and status reporting, and supply customer insights for the quarterly Pulse of the Customer presentation to leadership.
• On-site and virtual training (can require up to 50% travel)

Building the function

• Onboarding playbook: Help build and document a repeatable onboarding and implementation playbook.
• Customer knowledge base: Consolidate scattered customer knowledge into a shared, organized resource accessible across the company.

Required qualifications

• 3+ years in customer success, client implementation, or technical account support, preferably in cardiovascular or health technology
• Experience managing several customer accounts at once against firm timelines
• Comfort working with client IT teams on integrations, and translating clinical and technical issues into clear input for Engineering and IT
• Experience tracking implementation outcomes and running feedback mechanisms, such as surveys and status reports
• Strong written communication and documentation skills

Preferred qualifications

• Working knowledge of medical devices, CIED device knowledge and clinical workflows required; RPM, or wearable devices are nice to haves
• Familiarity with clinic workflows and patient enrollment programs
• Experience building or maintaining a knowledge base
• Experience with CRM, customer success, or project management tools

Core competencies

• Client-facing presence: Builds credibility with clinical and health system stakeholders.
• Ownership: Follows each account through to resolution and flags issues early.
• Comfort with ambiguity: Builds structure where little exists, with guidance from the Sales Engineer & Operations lead.
• Proactive problem-solving: Spots patterns across accounts and proposes process fixes, not just one-off solutions.

The salary for this position is $85,000 - $100,000 annually plus bonus, equity ownership opportunity, and benefits. In determining your salary, we will consider your location, experience, and other job-related factors.

RhythmScience is committed to an inclusive and diverse workplace. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law, including the San Francisco Fair Chance Ordinance.

About US

RhythmScience is revolutionizing virtual cardiac care by developing advanced remote monitoring solutions for hypertension, heart failure, and rhythm management. Our mission is to enhance patient outcomes by enabling seamless collaboration between clinicians and patients through cutting-edge healthcare technology.

Our Rhythm360 platform serves as a comprehensive gateway for cardiology care, integrating real-time remote monitoring, standardized reporting, and streamlined workflows. By leveraging implanted and external cardiac devices, we provide healthcare teams with actionable data to improve patient management. We are committed to ensuring that clinicians have the tools they need to make informed, timely decisions that can prevent hospitalizations and improve lives.