Customer Success Manager


The Customer Success Manager (CSM) role is to expand the utilization of the BrainScope One technology and create long-term, trusted relationships with existing customers that lead to customer retention and loyalty. The CSM manages the post-sales relationship for accounts by serving as the primary client contact and advocate for day to day and escalated issues and requests, ensuring that customers are satisfied with the products and services they receive, to continually drive incremental value and return on the customer's investment. The CSM is also responsible for driving additional business through resell and expansion opportunities. The CSM ensures that customers understand, internalize and experience the value of the product throughout the duration of their journey with BrainScope. This position will liaise with cross-functional internal teams including Business Development, Customer Care, Marketing, Accounting, and Reimbursement/Payer Relations to improve the entire customer experience, drive customer growth, retention and satisfaction post-sale, during implementation, and post go-live.

Position Overview

  • Reports to Vice President, Customer Operations
  • Full Time position (located regionally, remote work dependent on region assigned)
  • Competitive salary, variable compensation based on business plan performance, stock option package and strong benefits

Job Description:

  • Establish, maintain and grow business relationships with customers and serve as the lead point of contact for customer account management matters
  • Collaborate with the business development team to identify opportunities of growth within existing customer base
  • Develop business plans and effectively present them in order to facilitate the purchase of products and increase patient volume
  • Thoroughly understand product line features, benefits and proof sources; develop in-depth clinical knowledge of the anatomy and physiology surrounding Traumatic Brain Injury and Concussion
  • Forecast and track key account metrics (e.g. health of customer and forecasted reorders)
  • Keep management informed of the status of accounts, problems, plans and meetings, as well as involvement of cross-functional teams to provide solutions
  • Maintain awareness and control situations which may lead to the risk of customer attrition
  • Contribute positively to the customer experience team through communication and sharing


Manage Customer Onboarding and Product Adoption

  • Establish and oversee customer onboarding, including leading all implementation planning related efforts (including the implementation planning kick-off meeting), workflow planning and updates, developing and communicating best practices, and provider and operator training and education
  • Schedule and coordinate a portfolio of customer implementations and related projects with the Business Development and Customer Care team
  • Utilizing the Marketing Toolset, work with customers to co-develop and execute site-specific marketing plans to drive and increase patient volume
  • Respond to inbound customer inquiries pertaining, but not limited to, deployment, user training, product capabilities, product integration, software upgrades, clinical studies, and enhancement requests
  • Leverage customer product utilization metrics to target specific customers/operators with appropriate training and collateral including help/FAQ documentation, educational and instructional videos, etc
  • Develop and execute plans to resolve potential areas of customer dissatisfaction with BrainScope

Manage Strategic Customer Relationships

  • Develop a deep understanding of the customer’s business, customer needs, and opportunities within existing account base, serving as an advocate for the customer within BrainScope, and for BrainScope to the customer
  • Develop a trusted advisor relationship with customers, ensuring all activities are closely aligned with the customer’s business strategy
  • Establish and maintain customer satisfaction through the creation of an account-specific relationship framework inclusive of account plans, proactive and consistent customer communications, quarterly business reviews, account documentation and reporting, active issue remediation, etc
  • Forecast and track key account metrics, monitor and manage account status, and provide regular reporting to both customers and BrainScope senior management and other internal stakeholders
  • Maintain involvement with internal cross-functional teams to deliver customers high quality products and solutions

Expand Customer Business Opportunities

  • Continually nurture the customer relationship and drive revenue growth by account; identifying and pursuing opportunities for customers to broaden and deepen their use of BrainScope through resell/re-orders and expansion into additional sites/locations
  • Develop and effectively deliver customer-specific business plans to facilitate the purchase of products and increase patient volume
  • Influence future lifetime value through higher product adoption, customer satisfaction, and overall customer health scores
  • Collaborate with the Business Development Directors to identify opportunities for growth within existing customer base
  • Support Business Development Directors in new business growth through greater advocacy and reference-ability in existing customer base; develop Key Opinion Leader (KOL) relationships and a referral network to drive expansion

Position Requirements

  • Bachelor’s Degree (minimum) in Business Administration, Sales, Life Sciences, Engineering or related area
  • Minimum 5 years of experience in the field of healthcare consulting, sales, or account management, preferably selling B2B or B2C within the medical device diagnostics space
  • Ability to travel up to 75% of the time required

Skills & Abilities

  • A demonstrated mindset for putting the customer first and track record of exceeding customer expectations
  • Demonstrated ability to develop meaningful relationships and effectively communicate with, present to, and influence key stakeholders at all levels of an organization, including executive and C-level
  • Proven ability in managing a book of business or multiple customer relationships and customer projects, while maintaining sharp attention to detail
  • Strong technical acumen and ability to quickly understand BrainScope technology
  • Organized, self-starter with deep program and project management experience
  • Strong business acumen, oral and written communication, and presentation skills
  • Strong negotiation and consultative selling skills
  • Solid experience with CRM tools and software, email and project management tools, and Microsoft Office (specifically, MS Excel, PowerPoint, and Word)
  • Ability to drive success by influencing others
  • Ability to operate effectively in a team-oriented, face-paced environment

Qualified applicants are encouraged to send their resume and a cover letter including availability to 


The Office of Federal Contract Compliance Programs (OFCCP) has released a Voluntary Self-Identification Form CC-305. All federal contractors are required to use this form in inviting all applicants and employees to provide information regarding their disability status. Completing this form is voluntary and any answer you give will be kept private and will not be used against you in any way. If you choose to complete the form, please attach it with your job application. The form can be found at