Customer Success Manager (CSM)

OneStep is an FDA-listed medical app that uses smartphone motion sensors to provide immediate, clinically-validated feedback on gait and mobility. Leading healthcare providers use OneStep to evolve from intermittent, clinic-based care to proactive, data-driven care that extends beyond clinic boundaries. We aim to revolutionize the way the world understands human motion — to help people everywhere restore, enhance, and master their mobility.

‍

Above all – we want our people to be happy, feel challenged and grow professionally. Our willingness to do good is a major value both regarding our patients as well as our employees. We value personal responsibility and willingness to learn above everything else, and pride ourselves in developing every employee’s skills and dreams.
‍

We are seeking a highly motivated and customer-oriented professional to join our company as a Customer Success Manager. As a Customer Success Manager, you will be responsible for ensuring the satisfaction and success of our clients by building strong relationships and delivering exceptional service. You will serve as the main point of contact for our customers, providing support, guidance, and expertise throughout their journey with our products. Your ultimate goal will be to drive customer retention, expansion, and advocacy while contributing to the overall growth and success of our organization.

This full time position is either based in the US, remotely working from home, or working from a hybrid model from our TLV offices, with US-specific hours required.

‍

• Bachelor's degree in a relevant field (e.g. healthcare, life sciences) or equivalent practical experience in the medical industry (bonus points if familiar with PT) 
• Proven experience in customer success or account management roles, preferably within the medical tech industry.
• Deep understanding of healthcare industry dynamics, trends, and challenges.
• Excellent communication and interpersonal skills with the ability to build strong relationships and influence stakeholders at all levels.
• Strong problem-solving and analytical abilities with a keen attention to detail.
• Self-motivated and results-oriented, with a passion for delivering exceptional customer service.
• Ability to work independently and effectively prioritize tasks in a fast-paced and dynamic environment.
• Proficiency in using customer relationship management (CRM) software and other relevant tools.
• Flexibility to travel occasionally for client meetings and industry events.

Responsibilities:

• Serve as the primary point of contact for our customers, building and maintaining strong relationships.
• Understand customer needs, goals, and challenges to proactively identify opportunities for value-added solutions and ensure maximum customer satisfaction.
• Provide product training and onboarding support to ensure successful implementation and adoption of our medical tech solutions.
• Actively monitor customer accounts, track usage metrics, and identify potential risks or issues, taking proactive measures to address them.
• Conduct regular check-ins, business reviews, and performance analysis to provide insights, recommendations, and drive customer success.
• Collaborate with cross-functional teams including sales, product management, and support to ensure seamless customer experience and timely resolution of issues.
• Advocate for customer needs internally, providing feedback and insights to improve product offerings and processes.
• Identify opportunities for customer expansion and work closely with the sales team to drive upsell and cross-sell initiatives.
• Monitor customer satisfaction levels, conduct customer surveys, and utilize feedback to continuously improve customer success strategies.
• Stay updated on industry trends, competitive landscape, and best practices in healthcare technology to provide valuable insights to customers and internal teams.

‍