Impact Manager, Customer Success

Accountabilities:

The Impact Manager, Customer Success will oversee designated customer accounts, ensuring successful implementation, strong program adoption, sustained engagement, and achievement of commercial targets. Key responsibilities include:

• Customer account management: Manage assigned healthcare accounts with a customer-centric approach, building long-term relationships and establishing the organization as a trusted partner within hospital systems.

• Revenue and sales targets: Achieve assigned goals for new order value, account revenue, subscriptions, and subscriber growth while maintaining effective sales management practices.

• Program implementation: Lead successful implementations at customer sites, supporting program administrators and super users to ensure customers are prepared to adopt and use the available solutions effectively.

• Customer success and adoption: Help customers maximize the value of their resuscitation training programs, increase engagement, and expand adoption across designated accounts.

• Renewals and retention: Meet renewal and expansion targets, maintain customer relationships, and support the retention of learners and subscriptions.

• Strategic relationship development: Build trusted relationships with hospital executives, senior management, clinical stakeholders, and program administration contacts to strengthen long-term engagement.

• Consultative selling: Understand customer needs, present relevant solutions, and guide stakeholders toward decisions that support both their operational goals and the broader lifesaving mission.

• Portfolio expertise: Maintain comprehensive knowledge of the complete program portfolio, including its features, functionality, benefits, and value proposition. Support the introduction of new programs and features.

• Customer health monitoring: Assess account engagement and overall customer health, identify risks or opportunities, and take proactive steps to strengthen satisfaction and retention.

• Customer advocacy: Develop a network of customer champions who can share successful practices, support peer-to-peer learning, and provide referrals.

• Strategic marketing collaboration: Research account opportunities and coordinate with marketing colleagues to deploy targeted account-based marketing initiatives.

• Return on investment: Help customers understand, measure, and communicate the value of their programs, including potential cost savings and operational benefits.

• Analytics and reporting: Encourage effective use of available analytical tools so customers can track outcomes, demonstrate progress, and communicate program success to senior leadership.

• Best-practice sharing: Identify and share successful approaches to program adoption across customer accounts to improve implementation quality and engagement.

• Mission advocacy: Act as an ambassador for the organization's lifesaving mission, helping healthcare leaders understand the purpose and benefits of adopting effective resuscitation training.

Requirements:

The ideal candidate combines strong commercial performance with proven account management and relationship-building skills, ideally within healthcare, clinical education, or a related industry. Candidates should bring the following qualifications and capabilities:

• A bachelor's degree in business, life sciences, or a related field. A combination of education and relevant professional experience may be considered for candidates who meet the other requirements.

• At least five years of experience in field-based sales, account management, relationship management, or a combination of these areas, with a consistent record of achieving business goals.

• Strong customer relationship management skills, including the ability to build trust with hospital executives, clinical stakeholders, and program administrators.

• Demonstrated consultative selling and account development capabilities, with experience identifying growth opportunities and managing commercial objectives.

• Ability to manage multiple customer accounts, prioritize opportunities, and maintain strong performance across sales, renewals, retention, and expansion targets.

• Excellent communication, presentation, negotiation, and interpersonal skills.

• A customer-centric mindset and the ability to understand customer needs, resolve challenges, and support successful implementation and adoption.

• Strong analytical and problem-solving abilities, including the capacity to explain program value, interpret performance information, and help customers demonstrate return on investment.

• Ability to learn and confidently present a portfolio of products, programs, features, and analytical tools.

• Experience delivering education or training in a clinical environment is an advantage.

• Willingness to travel as needed to manage accounts and meet customers in person, including occasional overnight travel. The expected cadence is three to four high-quality in-person meetings per week, with the amount of travel depending on the assigned territory or region.

• Ability to regularly lift and carry up to 70 pounds.

• A valid driver's license.

Benefits:

• Annual base salary: $100,000–$105,000, depending on qualifications, education, certifications, relevant experience, and other job-related factors.

• Annual bonus: Eligibility for an annual bonus, in addition to base salary and benefits.

• Paid time off: Generous paid time off and holidays.

• Work arrangement: Remote work environment, with travel requirements depending on the position and territory.

• Healthcare coverage: Comprehensive medical, dental, and vision insurance.

• Health savings options: Health Savings Account (HSA) and Flexible Spending Account (FSA) options, including an employer HSA contribution.

• Retirement benefits: 401(k) plan with employer matching and profit sharing.

• Employee support: Employee Assistance Program.

• Professional development: Tuition reimbursement and professional development opportunities.

• Financial wellness: Student loan repayment assistance.

• Wellness benefits: Wellness reimbursement program.

• Additional coverage: Pet insurance.