Customer Success & Operations Manager

About this role

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.

Ongoing customer success

• 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 int...