Customer Success Representative



Customer Service, Sales & Business Development
Posted on Wednesday, April 17, 2024

Customer Success Associate

AcuityMD is a technology company that connects software and data to help MedTech companies of all sizes transform how they bring their products to market. Each year, the FDA approves ~6,000 new medical devices. By combining quality data and tailored workflows, our platform helps MedTech commercial teams get their devices into the hands of the health care providers who need them to improve patient care. We’re backed by Benchmark, Redpoint, and Ajax Health and we’re on a mission to accelerate the adoption of cutting edge medical technologies.

Customer Success Associates are trusted advisors to AcuityMD users, delivering tactical guidance to drive their business initiatives. Additionally, this role will be responsible for guiding users through training, and ongoing engagement at our Strategic Accounts. The overall mission of this role is to develop deep and personal relationships with our user base, driving user adoption across the organization and support efforts that continually deliver value to our accounts and ensure retention and renewal.

Team Mission

We are building a best-in-class Commercial Team and establishing a repeatable go-to-market motion. We are hiring a team of high caliber Enterprise SaaS sales, marketing, and customer success professionals to thoughtfully engage VPs, General Managers, and other corporate decision makers across the Medical Device Industry. Our Commercial Team takes a proactive, consultative, and high-touch approach when working with customers, investing heavily in pre-sales through onboarding and training to ensure customers are on the road to success from Day


  • Support the execution of initiatives that deliver results on key customer objectives and reenforce AcuityMD value
  • Lead efforts to drive AcuityMD adoption through new user training and continuing user education
  • Ensure high customer satisfaction by providing white glove service and building consultative relationships
  • Regularly monitor account health and adoption to find opportunities to help customers acquire maximum value from AcuityMD
  • Identify and illuminate customer success stories and examples of AcuityMD ROI
  • Collaborate with internal engineering, data, sales, and marketing teams to address customer needs

Your Profile

  • 2-3 years experience in Enterprise SaaS or Medical Technology Industry
  • You have deep experience in Customer Success for Enterprise SaaS or in the Medical Technology industry
  • You’re able to develop close personal relationships with customers and colleagues through empathy
  • You are a patient and active listener
  • You’re proactive and self-driven, and bring infectious energy and resiliency
  • You are an excellent verbal and written communicator (email & PPT)
  • You’re highly organized with ability to multi-task and prioritize different assignments

You must have an eligible work permit in the USA or Canada to be considered for this position

We Offer:

  • Remote work: AcuityMD is committed to supporting full-remote flexibility for employees in the US. We provide a work-from-home stipend for all employees.
  • Unlimited vacation: Generous time off and flexible hours give you the freedom to do your best work.
  • Paid Health and Dental Plans: We offer 100% paid health and dental plans for all employees and 75% paid for our employees' dependents.
  • Home Office Stipend: $1000 to invest in remote office equipment and WiFi reimbursement.
  • Learning Budget: Reimbursements for relevant learning and up-skilling opportunities.
  • Optional Team Retreats: We meet in-person multiple times per year for co-working and social gatherings.
  • Parental Leave: 6-12 weeks of fully-paid, flexible parental leave.
  • Ground floor opportunity: Join a high growth startup, backed by world class investors across Enterprise SaaS and Medical Devices (Benchmark, Redpoint Ventures, and Ajax Health).
  • Competitive compensation with equity upside.

Who We Are:

The Company: We are builders, who are inspired by our mission to expand patient access to cutting-edge medical technologies. We value working collaboratively to solve hard problems for our customers with simple, innovative solutions. We push ourselves to learn with empathy. We foster an active culture of mentorship and inclusion, and we welcome new team members that share our values.

We're backed by Benchmark, Redpoint Ventures, Ajax Health, and several other leading software investors.

AcuityMD is an Equal Opportunity Employer

AcuityMD is seeking to create a diverse work environment because all teams are stronger with different perspectives and life experiences. We strongly encourage people of all backgrounds to apply. We do not discriminate on the basis of race, gender, religion, color, national origin, sexual orientation, age, marital status, veteran status, or disability status. All employees and contractors of AcuityMD are responsible for maintaining a work culture free from discrimination and harassment by treating others with kindness and respect.