Impact Manager, Customer Success

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Impact Manager, Customer Success based in the United States. The Impact Manager, Customer Success will help healthcare organizations maximize the impact of innovative resuscitation training programs and improve readiness to deliver lifesaving care. This customer-facing role combines strategic account management, consultative selling, program implementation, and long-term relationship development. You will partner with hospital leaders, clinical teams, and program administrators to drive adoption, strengthen engagement, and demonstrate measurable value. By identifying expansion opportunities, supporting renewals, and helping customers use analytical tools effectively, you will contribute to sustainable account growth and improved program outcomes. You will also build networks of customer champions and collaborate with marketing colleagues to deliver targeted initiatives. This is an opportunity for a commercially minded professional who thrives on building trusted partnerships while contributing to a meaningful healthcare mission.

The Impact Manager, Customer Success will oversee designated customer accounts, ensuring successful implementation, strong program adoption, sustained engagement, and achievement of commercial targets. Key responsibilities include: Customer account management: Manage assigned healthcare accounts with a customer-centric approach, building long-term relationships and establishing the organization as a trusted partner within hospital systems. Revenue and sales targets: Achieve assigned goals for new order value, account revenue, subscriptions, and subscriber growth while maintaining effective sales management practices. Program implementation: Lead successful implementations at customer sites, supporting program administrators and super users to ensure customers are prepared to adopt and use the available solutions effectively. Customer success and adoption: Help customers maximize the value of their resuscitation training programs, increase engagement, and expand adoption across designated accounts. Renewals and retention: Meet renewal and expansion targets, maintain customer relationships, and support the retention of learners and subscriptions. Strategic relationship development: Build trusted relationships with hospital executives, senior management, clinical stakeholders, and program administration contacts to strengthen long-term engagement. Consultative selling: Understand customer needs, present relevant solutions, and guide stakeholders toward decisions that support both their operational goals and the broader lifesaving mission. Portfolio expertise: Maintain comprehensive knowledge of the complete program portfolio, including its features, functionality, benefits, and value proposition. Support the introduction of new programs and features. Customer health monitoring: Assess account engagement and overall customer health, identify risks or opportunities, and take proactive steps to strengthen satisfaction and retention. Customer advocacy: Develop a network of customer champions who can share successful practices, support peer-to-peer learning, and provide referrals. Strategic marketing collaboration: Research account opportunities and coordinate with marketing colleagues to deploy targeted account-based marketing initiatives. Return on investment: Help customers understand, measure, and communicate the value of their programs, including potential cost savings and operational benefits. Analytics and reporting: Encourage effective use of available analytical tools so customers can track outcomes, demonstrate progress, and communicate program success to senior leadership. Best-practice sharing: Identify and share successful approaches to program adoption across customer accounts to improve implementation quality and engagement. Mission advocacy: Act as an ambassador for the organization's lifesaving mission, helping healthcare leaders understand the purpose and benefits of adopting effective resuscitation training. Requirements: The ideal candidate combines strong commercial performance with proven account management and relationship-building skills, ideally within healthcare, clinical education, or a related industry. Candidates should bring the following qualifications and capabilities: A bachelor's degree in business, life sciences, or a related field. A combination of education and relevant professional experience may be considered for candidates who meet the other requirements. At least five years of experience in field-based sales, account management, relationship management, or a combination of these areas, with a consistent record of achieving business goals. Strong customer relationship management skills, including the ability to build trust with hospital executives, clinical stakeholders, and program administrators. Demonstrated consultative selling and account development capabilities, with experience identifying growth opportunities and managing commercial objectives. Ability to manage multiple customer accounts, prioritize opportunities, and maintain strong performance across sales, renewals, retention, and expansion targets. Excellent communication, presentation, negotiation, and interpersonal skills. A customer-centric mindset and the ability to understand customer needs, resolve challenges, and support successful implementation and adoption. Strong analytical and problem-solving abilities, including the capacity to explain program value, interpret performance information, and help customers demonstrate return on investment. Ability to learn and confidently present a portfolio of products, programs, features, and analytical tools. Experience delivering education or training in a clinical environment is an advantage. Willingness to travel as needed to manage accounts and meet customers in person, including occasional overnight travel. The expected cadence is three to four high-quality in-person meetings per week, with the amount of travel depending on the assigned territory or region. Ability to regularly lift and carry up to 70 pounds. A valid driver's license. Benefits: Annual base salary: $100,000–$105,000, depending on qualifications, education, certifications, relevant experience, and other job-related factors. Annual bonus: Eligibility for an annual bonus, in addition to base salary and benefits. Paid time off: Generous paid time off and holidays. Work arrangement: Remote work environment, with travel requirements depending on the position and territory. Healthcare coverage: Comprehensive medical, dental, and vision insurance. Health savings options: Health Savings Account (HSA) and Flexible Spending Account (FSA) options, including an employer HSA contribution. Retirement benefits: 401(k) plan with employer matching and profit sharing. Employee support: Employee Assistance Program. Professional development: Tuition reimbursement and professional development opportunities. Financial wellness: Student loan repayment assistance. Wellness benefits: Wellness reimbursement program. Additional coverage: Pet insurance.