Customer Success Manager

A fantastic opportunity has become available for a Customer Success Manager to join Caristo Diagnostics’ rapidly growing team. Based in U.S. Northeast, you will work in our Customer Success Team with colleagues in both U.S. and UK.

About Caristo Diagnostics

Caristo Diagnostics is a global leader in cardiac and vascular disease diagnostics and risk prediction. Founded in 2018 as a spin-out company from the University of Oxford, the world’s #1 research university, Caristo has developed a portfolio of imaging-based and AI-assisted platforms that can be applied to aid the prediction and diagnosis of heart attack, stroke, and diabetes. Caristo has been recognized by Newsweek as one of the best digital health companies, highlighted by Nature as one of the most exciting science-based companies, and recently won the Digital Health Award at HLTH 2024. To-date Caristo has attracted over $30 million in venture capital investment. Learn more at www.caristo.com.

About the CaRi-Heart® Technology

Named first of “7 Technologies That Could Change Heart Healthcare Forevermore” by the Robb Report, the CaRi-Heart® technology is Caristo’s flagship offering which aids coronary artery disease diagnosis with improved risk prediction. It applies advanced AI algorithms to routine cardiac CT scans to visualize and quantify coronary inflammation, which is the previously invisible root cause of the disease. Multiple patents underpinning CaRi-Heart technologies have been granted in major jurisdictions around the world. In addition, exceptional validation results showing CaRi-Heart’s ability to aid the prediction of heart attacks have been published in leading medical journals including the Lancet, JACC, European Heart Journal, and Cardiovascular Research.

About the Role

Overview

Caristo is seeking a customer-centric, energetic, and highly-motivated leader with medical technology experience to lead our customer success initiatives in the US, under the supervision of the Head of US Operations. This role will act as a primary point of contact for training, service and support with our US customers, building strong customer relationships, assisting them with onboarding, and providing ongoing support to boost usage and increase revenue potential.

The ideal candidate will:

• be motivated at the thought of working in an innovative healthcare start-up and research culture and helping to build a global business that will have material impact on the health and wellbeing of potentially millions of people.
• share the company values of pushing the boundaries, taking ownership, caring for each other and acting with candour and professionalism.

Job Description

Department: Operations, reporting to the Head of US Operations.

Responsibilities:

• You will build/lead a Customer Success team, but in the meantime need to act as a “working manager” to conduct specific tasks such as customer training and customer issue handling (such as product, billing and business relations issues).
• Regularly and proactively interact with existing, new, and potential customers to build strong relationships, in order to encourage continued business.
• Hold product demonstrations for new customers, and provide high-level technical and product support for initial set-up and training.
• Implement customer onboarding processes. Develop and improve customer service procedures.
• Serve as a company and brand ambassador, promoting the value of company’s offerings, utilizing resources for customers to help them fully understand the benefit of company services.
• Act as first port of call for all customer concerns, working closely with Sales, Marketing, Finance, Operations and other teams to ensure an exceptional customer experience and to ensure that issues are resolved proactively and efficiently.
• Maximize value for customers by ensuring they have the tools and resources they need.
• Monitor contract renewal process; liaising with Legal where necessary.
• Upsell and cross-sell by recommending additional services.
• Gather feedback from customers on services, providing insight and relaying the “voice of customer” with internal teams, including Sales & Marketing, Operations, Finance and Engineering.
• Identify and prioritize product/service updates that reflect customer requests, industry, market and competitor trends and report to key stakeholders.

Skills & Experience Required:

Essential

• Bachelor’s degree (business, communications or marketing is preferred).
• At least 3 years’ experience in customer success, customer service, sales, business development, account management, or similar roles.
• Proven experience working with brand image and promoting value through customer experience.
• Technical skills to learn and understand software applications.
• Excellent written, verbal, presentation and phone communication skills, with the ability to adapt conversations for technical and non-technical audiences.
• Exceptional ability to communicate and foster positive business relationships.
• Confident, high energy, self-motivated and a true team player.
• Good accountability.
• Well-organized, with a high attention to detail and ability to prioritize
• Ability to travel within the US as needed.
• Computer literate, confident in the use of Microsoft Word, databases, presentation software; and to evaluate and present data using Microsoft Excel.

Desirable

• Prior experience in leading Customer Success function.
• Medical technology experience, ideally with regulated device, and Software as a Service (SaaS) solutions.
• Experience with customer relationship management (CRM) software.

Benefits: Competitive salary and benefits

Why join Caristo:

• Be part of a global company at the cutting edge of medical technology, with the potential to save lives and revolutionize cardiac care.
• Be a founding part of the flagship U.S. office for Caristo and contribute to the growth of groundbreaking products as the company begins its U.S. expansion.
• Enjoy a supportive and collaborative work environment, with a strong emphasis on innovation, quality, and impact.

Caristo Diagnostics is committed to diversity and inclusion, and encourages applications from all qualified candidates, including those making a step up in their career. If you are passionate about making a difference in the world of medical imaging and meet the above criteria, we would love to hear from you.