Customer Success Manager

Arthrex is a global medical device company and leader in orthopedics medical education. With a corporate mission of Helping Surgeons Treat Their Patients Better™, Arthrex has pioneered the field of arthroscopy and develops more than 1,000 innovative products and procedures each year that support all aspects of orthopedics. Arthrex is actively searching for a Customer Success Manager to join the Medical Education Technology team. The successful candidate will work alongside a department of expert orthopedic healthcare professionals, world class faculty, and product management.

Main Objective:

The Customer Success Manager is responsible for making Arthrex Medical Education Technology customers successful by driving adoption, high customer satisfaction, and ensuring customer retention. They will help customers attain greater learner engagement and program value, driving program health and success. The Customer Success Manager plans and drives ongoing account strategy working with the customer to establish critical goals, or other key performance indicators, and aids the customer in achieving their goals and desired outcomes. As the customer support lead for Arthrex Medical Education digital learning products, the Customer Success Manager will work to ensure that the health and support of key software products are being met. Additionally, they are responsible for overseeing training and support associated with the Medical Education technology used by Arthrex internal and external customers.

Essential Duties and Responsibilities:  

• Accountable for the customer’s overall success with Arthrex Medical Education Technology, including onboarding, adoption, retention, customer health, and satisfaction.
• Act as a trusted customer point of contact throughout the customer’s lifecycle, define measurable success, plan with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels.
• Drive adoption of Arthrex Medical Education Technology, using data to provide insights and progress from baseline through the maturity curve.
• Develop, drive and measure key performance metrics such as customer satisfaction, customer retention, customer churn, volume trends, net promoter score, success of customer success initiatives, and the overall health of the customer experience. Accountable for all metrics related to customer experience.
• Guide customers to develop and enhance their digital learning program by providing relevant tools and other resources.
• Become a champion of Arthrex Medical Education Technology and use this knowledge to effectively guide customers towards their desired outcomes.
• Maintain a cadence of communicating with customers about their adoption and usage trends, overall satisfaction, and mining opportunities for deeper engagement.
• As the customer support lead for Medical Education Technology, evaluate client requests to ensure that critical issues are resolved.
• Be the voice of the customer internally at Arthrex–sharing strategic use-cases, process improvements and asks back into the internal ecosystem.
• Contribute to ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customers’ success.
• Responsible for developing policies, procedures, knowledge base content, and training guides related to customer support and success.
• Engage with Medical Education Technology and Arthrex stakeholders to translate customer feedback into product requirements and feature enhancements. Review and provide input on proposed changes to ensure customer satisfaction.
• Lead a monthly review of progress and updates for the leadership team.

Education and Experience:

• Bachelor’s Degree required, preferably in business administration or marketing.
• Technical certifications or professional development related to customer success, public speaking, or similar preferred.
• 3 years of Customer Success experience in a medical device or technology organization required.

Knowledge and Skill Requirements/Specialized Courses and/or Training:

• Passion for driving customer success and measurable outcomes.
• Understanding and application of basic principles and concepts related to customer success management and operations.
• Knowledge and skills in account planning and developing strategic customer success plans
• Strong consulting skills and proven results working as a trusted advisor to drive value for clients.
• Ability to prioritize, multi-task, and perform effectively under pressure.
• Effective project management and organizational skills, specifically managing a high-volume customer base.
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Existing knowledge of software in digital learning with the ability to articulate its features and benefits to all levels.
• Skilled at Program Management within large organizations, helping to effectively inspire change across groups by engaging key partners.
• Ability to work both collaboratively and autonomously with a strong work ethic and positive attitude.
• Self-directed work habits, applied with creativity, resourcefulness, and a sense of personal responsibility.

Arthrex Benefits

• Medical, Dental and Vision Insurance
• Company-Provided Life Insurance
• Voluntary Life Insurance
• Flexible Spending Account (FSA)
• Supplemental Insurance Plans (Accident, Cancer, Hospital, Critical Illness)
• Matching 401(k) Retirement Plan
• Annual Bonus
• Wellness Incentive Program
• Gym Reimbursement Program
• Tuition Reimbursement Program
• Trip of a Lifetime
• Paid Parental Leave
• Paid Time Off
• Volunteer PTO
• Employee Assistance Provider (EAP)

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other status protected by law.