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Our Purpose - We bring compassion to innovation.
Our Mission - We dramatically modernize digital healthcare solutions.
The Role
The Customer Success Manager is responsible for onboarding and training customers, managing relationships, and ensuring successful software implementation and workflow management.
Summary Generated by Built In
PaceMate® Customer Success Manager (full-time, 100% remote job)
Primary Location: U.S.
JOB SUMMARY
The PaceMate® Customer Success Manager plays a critical role in onboarding, training and cultivating the relationship between PaceMate® and the customer within a specific geography in the US. The major responsibility includes maintaining the customer and monitoring the successes and challenges of the customer with respect to software, workflow and revenue capture.
ESSENTIAL FUNCTIONS
QUALIFICATIONS: An individual must be able to perform each Essential Function of the job satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities, who are otherwise qualified, to perform the essential functions. Nothing within this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
EDUCATION, TRAINING, AND EXPERIENCE REQUIREMENTS
PHYSICAL REQUIREMENTS:
REPORTING RELATIONSHIPS
Supervised by: Director of Customer Success
Supervises: None
Compensation: On top of a Robust Benefit Package, we are targeting a compensation range of $100,000 - $120,000 annually, depending on education and experience.
COMPANY DESCRIPTION
PaceMate® is a patient-centered, tech-enabled cardiac device monitoring platform serving integrated delivery networks and academic health systems nationwide. Vendor-neutral and EMR-agnostic, PaceMate connects every major device manufacturer into a single platform that sits on top of any EHR.
More than 2.3 million patients are managed on the industry’s only research-grade cardiac dataset, validated by 33 peer-reviewed publications, powering AI-driven clinical and operational analytics. A managed patient services model extends clinic capacity and ensures every cardiac device patient is monitored, every time.
Primary Location: U.S.
JOB SUMMARY
The PaceMate® Customer Success Manager plays a critical role in onboarding, training and cultivating the relationship between PaceMate® and the customer within a specific geography in the US. The major responsibility includes maintaining the customer and monitoring the successes and challenges of the customer with respect to software, workflow and revenue capture.
ESSENTIAL FUNCTIONS
- Understanding the alignment of strategic, financial, and operational goals within the geography.
- Develop and drive area objectives, plans and budget to align with corporate plans; establish criteria to monitor area’s progress and measure of success
- Collaborate with the area sales managers to implement the commercial strategy that drives market adoption
- Develop Clinical and Executive Champions at all new customer sites
- Develop and execute a resources alignment / deployment for a successful customer launch and customer maintenance
- Organize and manage the onboarding process and maintain an accurate forecast
- Work closely with PaceMate™ business and product development team to bring customer feedback back into the company for new system developments
QUALIFICATIONS: An individual must be able to perform each Essential Function of the job satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities, who are otherwise qualified, to perform the essential functions. Nothing within this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
EDUCATION, TRAINING, AND EXPERIENCE REQUIREMENTS
- Minimum 5 years of experience within medical device sales and clinical services
- Experience working in a fast-growing company that is building a market
- Experience within the CV, Healthcare IT or capital equipment markets required
- Established background in the Cardiology/EP space with current relationships in Cardiology/EP
- Strong organizational skills managing complex processes
- Technical skills. Experience in education/training Cardiology staff and physicians.
- Leadership and influencing skills. Proven ability to motivate people
- Bachelor’s degree or equivalent experience required.
- Must be willing to travel greater than 50%
- Proven ability to work remotely and autonomously
- Available to assist coworkers with active onboarding projects when needed
PHYSICAL REQUIREMENTS:
- While performing the duties of this job, the employee is consistently required to remain in a stationary position, constantly operate a computer and other office equipment, and frequently communicate with customers and employees.
- Home office setup: Maintain a dedicated, separate office or room at home to ensure privacy and professional working conditions.
- Connectivity: Maintain a reliable, high-speed internet connection at your residence.
- Must be able to exchange accurate information, with the ability to effectively utilize voice over internet protocol; and repetitive motions using fingers and forearms in data entry.
- Must legally be eligible to work in the US.
- Geographic restriction: Must reside and work exclusively within the contiguous United States.
- Notification protocol: You must inform and receive approval from the IT department before working from any location other than the legal address PaceMate has on file. To update your address or request approval for a temporary work location, contact PaceMate IT or your HR representative. Additional information is available in the PaceMate official handbook.
- Foreign transport of sensitive information: When confidential information is carried into a foreign country, it must be stored in an inaccessible form (e.g., encrypted external storage) or remain in the worker’s possession at all times.
- PaceMate workers may not take secret PaceMate information into another country without permission from Physical Security management.
- Requires overnight travel
REPORTING RELATIONSHIPS
Supervised by: Director of Customer Success
Supervises: None
Compensation: On top of a Robust Benefit Package, we are targeting a compensation range of $100,000 - $120,000 annually, depending on education and experience.
COMPANY DESCRIPTION
PaceMate® is a patient-centered, tech-enabled cardiac device monitoring platform serving integrated delivery networks and academic health systems nationwide. Vendor-neutral and EMR-agnostic, PaceMate connects every major device manufacturer into a single platform that sits on top of any EHR.
More than 2.3 million patients are managed on the industry’s only research-grade cardiac dataset, validated by 33 peer-reviewed publications, powering AI-driven clinical and operational analytics. A managed patient services model extends clinic capacity and ensures every cardiac device patient is monitored, every time.
Skills Required
- Minimum 5 years of experience within medical device sales and clinical services
- Experience within the cardiovascular, healthcare IT or capital equipment markets
- Established background in the Cardiology/EP space with current relationships
- Bachelor's degree or equivalent experience
- Proven ability to work remotely and autonomously
- Must be willing to travel greater than 50%
PaceMate Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about PaceMate and has not been reviewed or approved by PaceMate.
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Fair & Transparent Compensation — Pay transparency and a documented equal pay policy are highlighted, with role-based pay ranges openly shared. Compensation is characterized as fair alongside the stated commitment to equal pay practices.
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Healthcare Strength — Comprehensive medical, dental, and vision options are offered, including PPO and HDHP choices supported by disability and supplemental life coverage. Access to an EAP and behavioral health benefits further reinforces the health offering.
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Wellbeing & Lifestyle Benefits — Flexible PTO with floating holidays, remote‑work technology stipends, and discount programs expand total rewards beyond base pay and insurance. Professional development tracks, training, conferences, and paid certifications add to lifestyle and growth support.
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The Company
What We Do
PaceMate is the only comprehensive remote cardiac monitoring solution in the industry. We offer a fully automated, vendor-neutral software + expert-service solution to help provide better care for cardiac patients. By filtering data into clinically actionable information and providing customized alert triage 24/7/365, as well as automated coding and claim prep, we're bringing cardiac care to the next level. Cloud-based. Secure. Compliant. Learn more at pacemate.com.
Why Work With Us
Joining the PaceMate team means becoming a vital part of a group that is dedicated to using technology to benefit cardiac patients, caregivers, clinicians, and hospital administrators while driving healthy turn-key solutions that identify lost revenue and inefficiencies.
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