Are you genuinely driven to help others learn and are passionate about improving health and safety? Do you consistently go above and beyond for customers? If yes, Please We are seeking a Customer Success Team member to manage a portfolio of US and Canadian Health Systems customers. In this role, you will be responsible for strengthening customer retention and cultivating advocacy. You will enjoy collaborating with customers to understand and continuously align with their business goals, ensuring they optimize the value they receive from PeriopSim. Your efforts will set them up for success from onboarding through renewal.
About the Role
We’re looking for a Customer Success Representative to join our Customer Success Team, managing a portfolio of Canadian and US-based healthcare systems. In this role, you’ll build lasting relationships with customers, including OR Directors and OR Educators, ensuring they get maximum value from PeriopSim from onboarding through to renewal. You’ll play a vital role in improving system usage, customer retention, growth, and advocacy, helping educators integrate our VR application into their OR training programs.
Key Responsibilities
- Customer Management: Look after a portfolio of Health System customers across the USA and Canada. Identify Champions and advocates at customer sites who will also help drive expansion into other facilities in their Health System.
- Onboarding & Training: This includes training and coaching our OR Educators to use PeriopSimVR, collaborating with them on Curriculum Integration plans, helping integrate these plans into their Training Curriculum, and providing ongoing support for their cohorts.
- Technical Support: Provide initial Tier I support to your customer accounts, and engage Tier 2 as needed.
- Retention & Engagement: Drive retention by proactively engaging customers, to ensure they are receiving optimum value from our application and escalate any potential risk of churn, once identified.
- Customer Advocacy: Serve as the voice of the customer internally. Develop and work with Customer champions to identify upsell/expansion opportunities to pass on to Sales.
- Reviewing, interpreting, and accurately executing customer contracts.
- Team Collaboration: Work closely with a distributed remote team using tools like Slack, Zoom, and Hubspot.
What You Bring
- 2+ years of experience in Customer Success or Customer Support with some sales or account management exposure
- Proven relationship-building skills and the ability to create loyal, long-term partnerships
- Strong communication skills (written, verbal, and presentation)
- Experience with reading, understanding and executing detailed customer contracts.
- Tech-savvy with tools like G-Suite, Slack, Zoom, Hubspot, and MS Office
- Self-starter with the ability to manage time and tasks independently
- Solution-oriented mindset and consultative approach to customer interactions
- Coachable, with a great work ethic and eagerness to learn
- Comfortable working remotely with both customers and internal teams
Nice to Have
- Experience in healthcare education or simulation
- Familiarity with VR technology or personal/professional use of VR
- Post-secondary education in Business, Technology, Healthcare or a related field
- Experience in laying the foundation for renewals and upsell opportunities for the Sales Territory Manager.
Additional Info
- Conquer operates a modern SaaS-based infrastructure enabling this position to be performed remotely to our British Columbia or Nova Scotia offices.
- Due to customer locations core hours will be Eastern Time Zone based, and you should ideally be based in Canada.
- Occasional travel may be required when conditions permit
