Customer Success Representative

Customer Success Representative (Health Systems Segment)Location:Remote (Canada) EST PreferredCompany:Conquer Experience | Creators of PeriopSimEdTech / Healthcare SimulationEmployment Type:Full-time, RemoteAbout UsAt Conquer Experience , we make education an experience . We’re a passionate, innovative team with a strong foundation in gaming, virtual reality, and simulation. We bring Healthcare Education to life through engaging digital tools like PeriopSim , our award-winning 2D and VR training assessment, used by healthcare professionals to train perioperative nurses across North America and globally.L earning I mpact through Innovation T eamworkWhy Join Us?Now is an exciting time to join Conquer Experience . We’ve experienced rapid growth due to the expansion of our PeriopSim product into new markets. We value and care about our team members and believe that flexibility fosters productivity. We work together to help everyone grow and we treat our customers as our closest friends.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 RoleWe’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 ResponsibilitiesCustomer 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 Bring2+ years of experience in Customer Success or Customer Support with some sales or account management exposureProven relationship-building skills and the ability to create loyal, long-term partnershipsStrong 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 OfficeSelf-starter with the ability to manage time and tasks independentlySolution-oriented mindset and consultative approach to customer interactionsCoachable, with a great work ethic and eagerness to learnComfortable working remotely with both customers and internal teamsNice to HaveExperience in healthcare education or simulationFamiliarity with VR technology or personal/professional use of VRPost-secondary education in Business, Technology, Healthcare or a related fieldExperience in laying the foundation for renewals and upsell opportunities for the Sales Territory Manager.Additional InfoConquer 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 permitReady to Join Our Team?If you’re passionate about improving health and safety through innovative technology and thrive in a customer-focused role, we’d love to meet you. Help us reshape the future of healthcare educationTo apply please send us the relevant information on your career plans, aspirations and experience to-date in an email to careers@conquerexperience.com with the position title in the subject line.As this position is expected to be in demand and highly competitive we will be only able to respond to individuals we select for interviews. #J-18808-Ljbffr