Customer Success Manager - Heart Failure

About us

Implicity is a digital MedTech, that brings outstanding innovations to cardiologists, thanks to Big Data and Artificial Intelligence.

Thanks to our leading cardiac remote monitoring platform, it’s way easier to manage data and predict patient issues, so that cardiologists can bring the best care at the best time.

To put it simply, when you join Implicity, you’ll contribute to save lives with us

Dr Arnaud Rosier (cardiologist and AI researcher) & David Perlmutter (engineer and entrepreneur), co-founded Implicity in 2016.

• 10+ years later, a French Start-Up / Scale-Up is a real game changer in the healthcare market, literally shaping the future of cardiology.

• 250+ hospitals / medical centers are already using our solutions, covering 100 000+ patients.

At Implicity, you will find the greatest experts in data science, engineering, clinical, regulatory, IT, sales, customers success, etc. working together.

This amazing team already managed to make Implicity a clear European leader, and we will very soon do the same in the US market.

In a nutshell, thanks to Implicity:

Patients get a far better care

Doctors’ life is far easier, they can have a far better focus on prevention/treatment, and not admin/data burden

Healthcare payers (Social Security in France) eventually pays a far lower price (preventing/monitoring instead of treating/hospitalizing)

It can start as soon as you can!

Job and recruitment context

⭐️ Opening line ⭐️

To support our rapid growth, we are looking for a Customer Success Manager (Heart Failure).

By mastering our technology, you help them stay focused on what matters most: caring for their patients . You don’t just manage accounts, you ensure our tools deliver their full promise to save lives at scale.

Reporting Structure

Direct Report:  Anne (Head of Customer Success).

Collaboration:  You will work closely with the Sales department, the Logistics team, the nurses and the Product team.

Your missions

Your core mission will be to onboard, retain and grow our hospitals and private practices accounts in France:

• Onboarding:

Manageming the entire onboarding process (in collaboration with the sales team) to train new users and ensure that they master the solution.

• Satisfaction & retention:

In charge of providing local support to customers in order to increase product adoption:

• Manageming daily requests & problem resolution

• Understanding needs and issues, and reporting them internally to dedicated teams

• Ensuring proper use of the platform and customer satisfaction

Collaborative work internally

• Working in collaboration with all internal teams (tech, sales, product, nurses) so that processes are optimized and customer needs are met

• Contributing to the various cross-functional projects of the department, participating in the development of the company (data analysis, research, ad hoc projects, etc.)

• Contributing to improve our customers' experience with relevant initiatives such as external webinars
  

Our Technical Environment

• Daily Tools: Notion, Slack, Google Drive.

• CS Stack: Jira, Excel, Zendesk and our internal Back-office.

• Product: A complex and innovative SaaS heathcare platform.

Your Profile and Mindset

Experience Profile

• Proven Track Record : You have at least one experience in Customer Success, Sales, or Account Management.

• SaaS Culture : You are comfortable with complex software products.

• Languages : You speak and write fluently in both French and English.

Mindset and Soft Skills

• Strategic Communication : You are a confident communicator, capable of holding your own in front of senior experts. You balance active listening with the authority needed to drive change and align stakeholders in high-pressure environments.

• Account Leadership & Growth : You take full ownership of your portfolio’s success. You are autonomous in navigating complex hospital organizations and possess the influence and negotiation skills to drive solution adoption and identify expansion opportunities.

• Rigor & Reliability : You maintain professional excellence and high attention to detail, which is crucial when handling sensitive health data and managing complex clinical workflows.

A Note on Applying: We know the perfect candidate doesn't exist. If you believe you possess the core required experience and strongly align with this mindset, we highly encourage you to apply.

Recruitment process

1. 1st HR Contact with Astrid (Talent Acquisition) – 30-45 min (G-meet)

2. Job Interview with Anne (Head of CS) – 30 min (G-meet)

3.  Technical Interview with Frédérique (Lead Sales HF) & Anne (Head of CS) – 1h30 - (Remote)

4. Fit Interview with Lucie (COO) – 1 hour (On-site)

5. Meet the Team  – 30 min - On-site or Remote

6. Reference Check & Offer (usually follows within 72 hours )

Depending on your availability, the recruitment process should last less than 3-4 weeks.

General information

Salary

• For this job (CDI), you have a 38-41k€ base salary with 10% variable based on retention, NPS etc.

• Eligible for stock option (BSPCEs) according to the company's existing rules

Benefits

• Health care plan: Alan (50% employer)

• Luncheon voucher: 9€ (50% employer)

• Transport: 50% of your pass OR sustainable mobility pass

Remote work & Location

• 3 days per week (progressively)

• Location: 29 rue du Louvre, 75002, PARIS