Customer Success Representative

2 days ago

remote Remote Remote Canada fulltime December HEADCHECK Health Full time $60,000 - $100,000 per year
Our Mission at HEADCHECK Health: Eliminate Concussion Mismanagement
We are solving a critical problem in sports: the gap between having a concussion protocol and it being followed. Inconsistent execution leads to preventable athlete harm and organizational liability. We provide the digital foundation that transforms written protocols into an actionable system, ensuring adherence on the frontlines and providing oversight for administrators.
We are the leaders in this space. Our platform is trusted by sports organizations worldwide, ranging from professional leagues like Major League Soccer to our local grassroots teams.
Your Opportunity: Make an Impact on Athlete Safety
As a Customer Success Representative, you will blend customer support with customer relationship building; you are the strategic partner who ensures our clients move from simply having our technology to relying on it for protocol execution, compliance, and confidence. You are the catalyst for the behavior change that defines our mission.
This role reports to the Customer Success Manager and is central to our promise of eliminating concussion mismanagement. You will be the guiding force of the customer journey, leveraging our platform to prove value, drive adoption, and build a culture of safety that reduces our clients' risk.
You will be responsible for:
  • Driving Product Adoption: Engage with users to understand their workflow and guide them on using HEADCHECK to consistently execute their concussion protocol. Conduct strategic reviews to showcase key wins, highlight value delivery, and coach organizations on concussion best practices.
  • Providing Product Support: Provide technological support and guidance to users to ensure successful implementation, and support the knowledge transfer of switching from paper to technology.
  • Enabling Protocol Execution: Assist in onboarding new customers, managing system configuration, and providing user support to guarantee our platform is an asset, not a burden.
  • Transforming Data into Confidence: Analyze user data to identify key wins and opportunities for improvement, creating reports that show our clients the tangible impact of their compliance.
  • Upholding Our Standard of Trust: Meticulously follow security and privacy protocols (HIPAA, PIPEDA, etc.) when handling sensitive health data. Complete required compliance training, participate in audits, and maintain proper documentation of customer data interactions to support the integrity that makes our system credible.
  • Identifying and Expanding Value: Facilitate organic growth by identifying referral opportunities and supporting upsell initiatives, collaborating with Sales to expand our impact within your accounts.

Why You're the Right Fit
You are more than a problem-solver; you are a proactive person who understands that technology is only as effective as the compliance it drives. You're driven by tangible outcomes and helping others realize the value they're receiving. Most importantly, you're a continuous learner who's eager to grow with the support of more senior team members.
Your Competencies Include:
  • A proven passion for building deep, trust-based relationships.
  • Exceptional communication skills and a natural curiosity that helps you uncover a client's true operational challenges.
  • An unwavering customer-centric mindset, with the organizational skills to manage a diverse portfolio.
  • A foundational understanding of sports organizations and the pressures faced by coaches, medical staff, and administrators. Experience as a team medical staff member such as an athletic therapist, physiotherapist, or trainer would be an asset.
  • Strong technical aptitude with CRM systems (e.g., HubSpot) and Google Suite, using tools to drive efficiency and insight.
  • Bilingual abilities (French or Spanish): English is required for this role.
  • Availability to work a flexible schedule that may include Saturdays to support game days.
  • Experience using HEADCHECK is a plus.

Why This Role is a Game-Changer
  • Solve a Meaningful Problem: Your work directly prevents athlete harm and protects sports organizations. This isn't abstract; it's the core of what we do.
  • Own Client Outcomes: You are the strategic owner of your clients' success, with direct access to leadership to shape strategy and drive change.
  • Work with World-Leading Organizations: Build relationships with and support the biggest names in sports that trust us with their most critical safety challenge.
  • Be Rewarded for Impact: Enjoy attractive benefits, wellness perks, and an Employee Stock Option Plan, sharing in the value you create.
  • A Culture of Balance and Growth: We are committed to work-life integration, results over rigid schedules, and support the opportunity to pursue professional projects. You will be a key player in revolutionizing the intersection of technology, health, and safety.

If you are ready to build a career by ensuring the safety of athletes at scale, apply now.

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