Job Description

StemWave is looking for a Client Success Manager to join our team!

We specialize in developing and introducing revolutionary technology that transforms traditional healthcare. Our primary product uses focused acoustic waves to alleviate pain and activate natural healing, providing doctors with unparalleled treatment versatility in their clinics. This technology, widely used by medical institutions globally, is now available in the United States. Based in Boston, our company comprises a team of over 25 people with ambitious growth plans.

Are you persistent, independent, patient, understanding, and the most competitive person you know? Are you seeking an exciting opportunity with an excellent compensation structure? We are looking for a motivated Client Success Manager who will be rewarded for their efforts in driving satisfaction, retention, and revenue growth. If this sounds like you, please submit your application—we would love to hear from you!

Structure & Compensation

• Full-time & Remote (40 hours per week)
• Salary Range:
• Base: $60,000 - $65,000 USD per year (experience-dependent)
• On-Target Earnings (OTE):
• 1st year: $72k - $75k/year (inclusive of Bonuses & Incentives for Hitting Objectives)
• Commission: 5% on a $1-5k annual subscription (details below)
• Working Hours: Roughly 9 AM to 5 PM EST
• Health Insurance (W2)

Job Requirements

• Exceptional track record in B2B or B2C sales, ideally in a subscription-based environment (e.g., SaaS or medical tech), with a strong emphasis on renewing clients on subscription programs
• 2+ years of experience in client success, project management, or account management, focusing on nurturing long-term relationships and maintaining high client satisfaction
• Familiarity with CRMs (e.g., Salesforce, Monday.com), Zoom, Google Apps (Gmail, Docs, Calendar), monday.com, and Slack
• Knowledge of key CS metrics like LTV, MRR, Churn, and renewals
• Experience driving revenue growth and client retention
• Ability to communicate confidently with healthcare clients and stakeholders
• Excellent organizational skills and the ability to manage multiple projects
• Experience in the medical device industry or orthopedics/chiropractic care is a plus
• Passion for healthcare and technology

How You Will Make an Impact

• Drive renewals and upsell opportunities. You will proactively manage client relationships to ensure satisfaction and renew subscriptions, helping clients maximize their ROI.
• Lead B2B/B2C sales efforts. Use your sales expertise to help expand our client base and grow recurring revenue through effective cross-selling and upselling.
• Deliver and communicate ROI throughout the client lifecycle, ensuring each provider understands the value they’re getting from our products and services.
• Onboard new clients. Manage the handoff process from sales, coordinate device deployment, and guide new providers through setup and training for a seamless experience.
• Maintain touchpoints. Keep in regular contact with clients to strengthen relationships, troubleshoot issues, and ensure they continue to see value in their investment.
• Provide world-class service. Help refine and scale our client engagement strategies to ensure we’re providing the highest level of service and expertise.

What's In It For You

• Leadership: Help practices and medical centers adopt groundbreaking technology that empowers patients and allows practitioners to offer versatile treatment options.
• Exposure: Work closely with key decision-makers in the healthcare space, expanding your network and influence in a rapidly growing industry.
• Growth: Join an energetic and innovative culture where your ideas are valued. You’ll have the opportunity to contribute to company growth, take on new projects, and further your career.

Outcomes // KPIs

• Customer Retention & Revenue Preservation: Manage a book of 70+ clients, focusing on relationship building and solving problems to ensure satisfaction and retention.
• Churn Rate below 4%: Keep the percentage of clients who discontinue services or return devices low.
• Renewal Rate above 85%: Maintain a high renewal rate for subscription programs, ensuring clients continue their support and training programs.
• Average Revenue per Client (ARPC): Monitor revenue growth per client to help drive profitability, customer understanding, and financial forecasting.

The Platinum Provider Program is a key initiative designed to provide enhanced support, resources, and discounts for our StemWave providers. The program offers a 20% discount on all consumables, helping providers manage costs while maintaining access to high-quality materials such as electrodes, applicator heads, and handpiece cables. As part of this role, the CSM will work closely with providers to ensure they maximize the benefits of the PPP.

This includes:

• Educating providers on how to access program discounts.
• Assisting in the renewal process to maintain their PPP status.
• Coordinating with the sales team to drive participation in the program.
• Providing proactive customer success strategies to increase lifetime value (LTV) and client retention.
• Offering personalized onboarding and ongoing support to help providers fully integrate the program into their practices.
• Tracking and reporting program performance to ensure continuous improvement and satisfaction among our provider network.

In this role, the CSM will also play a critical part in engaging with providers to ensure they utilize all aspects of the program, thereby driving success both for the client and the company.

Perks

• Access to world-class sales training and development
• Paid vacation time
• Laid-back but professional environment
• Additional benefits to be discussed with the client

Job Type

• Full-time, base salary, remote, marketing, medical device industry
• W2 position for US-based applicants, independent contractor for Canadian applicants
• North American applicants only (Canada & US)

How to Apply

• If you're ready to take on an exciting challenge and be a part of StemWave's growth story, we'd love to hear from you. Please send your resume and a cover letter detailing your relevant experience and why you’re the perfect fit for this role to recruitment@stemwave.com. Additionally, please send a 1-2 minute introduction video of yourself.

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