Director of Customer Success

PaceMate™ Director of Customer Success (full-time, remote)
Primary Location: All U.S. Locations (remote)
Why work at PaceMate?
Recognized as a Top 100 Healthcare Technology Company by Healthcare Technology Report, PaceMate is one of the nation’s fastest-growing companies in cardiac rhythm management software and remote monitoring. Combining the most technologically advanced cloud-native software, research-grade data, and seamless integrations, PaceMateLIVE™, the company’s flagship remote monitoring software platform, is enabling many of the nation’s most renowned electrophysiologists, device clinics, and healthcare systems to effectively manage their device patient populations. With PaceMate, healthcare organizations can experience comprehensive interoperability and secure data exchange—significantly improving patient outcomes, reimbursements, and productivity.

JOIN OUR TEAM
Joining the PaceMate™ Team means becoming a vital part of a group that is dedicated to using technology to benefit patients, caregivers, and hospital administrators while driving healthy turnkey solutions that identify lost revenues and inefficiencies.

We are currently seeking a Director of Customer Success, a critical role in building and developing the PaceMate customer base within represented facilities in the United States. The role of the Director of Customer Success will lead the account management team comprised of Account Managers and Technical Support Specialists. The goal of the Director of Customer Success role is to lead the building of relationships with existing clients and to work closely with them to identify their needs and ensure the PaceMate product and services are utilized appropriately and profitably. They will also develop strategies to grow their client base and ensure that the team is providing quality, cost-effective services. The PaceMate Director will oversee the team which manages, maintains, and upsells existing accounts. This will be accomplished through a variety of activities including but not limited to building corporate level relationships, hospital/group-practice/account quarterly business reviews, and direct interaction and sales calls with key stakeholders. This role will also have significant interaction and collaboration with the PaceMate sales team to manage the onboarding of new clients.

PaceMate offers those employees working full-time a robust compensation and benefit package to include Health and Prescription coverage, Dental, Vision, Long-Term Disability, Short-Term Disability, AD&D, Flexible Spending Account, Healthcare Savings Account, 401k Retirement Savings, Discount Program, Employee Assistance Program, Financial Wellness Program, Paid Time Off, Legal Insurance, Hospital Indemnity, Critical Illness, and Accident Coverage.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES:

• Serve as the lead point of contact for all clients while building and nurturing trusted, long-lasting relationships
• Collaborate with sales, marketing, product development and service teams to ensure the client is served appropriately
• Gain a deep understanding of the clients’ workflow, needs and what they expect from PaceMate
• Develop tactics that will deliver the most appropriate products or services
• Use of communication skills to present to and influence key stakeholders in customer base.
• Develop your team of Account Managers and oversee key accounts
• Provide clients with product information, demonstrations, analytics, etc.
• Create key opinion leaders/reference sites within each customer & region
• Responsible for both maintaining and growing business in contracted groups
• Manage expenses within budget
• Re-sign current customers on longer term agreements and contract renewals
• Active involvement in weekly and quarterly sales planning process

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

• BA/BS or Equivalent 4-year Technical Degree
• 2-4 years of experience in complex healthcare account management
• 2-4 years of team management in healthcare
• Excellent communication and interpersonal skills
• Computer literate with Excel, Word, Adobe, and PowerPoint
• Sales Management experience
• CRM/Cardiology Account Management Experience Required

REQUIRED EQUIPMENT

• Must have access to stable, reliable internet access.

PHYSICAL REQUIREMENTS
While performing the duties of this job, the employee is consistently required to remain in a
stationary position, constantly operate a computer or other office equipment, and frequently.
communicate with customers and employees. 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.

About PaceMate

Recognized as a Top 100 Healthcare Technology Company by Healthcare Technology Report, PaceMate offers the most comprehensive remote cardiac monitoring solution in the industry. PaceMateLIVE is the only clinical dashboard with user-friendly integrations for all implantable cardiac devices, ambulatory monitors, consumer ECGs, and heart failure products. PaceMate’s Auto-Triage™ prioritizes patients based on clinician-customized standards—not device alerts—resulting in a substantial reduction in alert burden. With the most live connections through EHR-partnered integrations across Epic, Cerner, and athenahealth, PaceMate offers a true, vetted, and validated industry-leading solution for interoperability: ensuring bi-directional data transfer for more accurate reporting, streamlined workflows, and one-click billing. PaceMate’s software-only, concierge on-demand, and full-service offerings deliver a flexible, customized solution for cardiac practices. Visit PaceMate.com to learn how one platform is transforming the future of digital health.