Customer Success Specialist

About Octagos:

Octagos is modernizing remote cardiac monitoring with AI-powered automation, seamless EHR integrations, and accuracy proven in high-volume, real-world clinics. Atlas AI™ triages cardiac device transmissions to filter nonactionable alerts and highlights the events that need true clinical attention. Through our Two-Brain Approach™ – combining Atlas AI™ with IBHRE-certified oversight – Octagos delivers 99%+ accuracy, sensitivity, and specificity for near-perfect clinical performance. With fast bi-directional EHR integrations, and flexible, cost-effective implementation, Octagos helps clinics scale care efficiently without compromise. Recognized by TIME and Statista as one of the World’s Top HealthTech Companies 2025, Octagos is redefining how cardiac care is delivered.

About the opportunity:

We are seeking a Customer Success Specialist to join our Ambulatory and CIED (Cardiac Implantable Electronic Device) Monitoring team. This role is focused on supporting our clinic partners — primarily cardiology and electrophysiology practices — in getting consistent, reliable value from the Octagos platform.

You will independently manage relationships across a portfolio of clinic partners — assessing their needs, determining the appropriate level and type of engagement, and making informed decisions about how to prioritize outreach, resolve issues, and ensure each clinic is realizing full value from the Octagos platform. This is an excellent opportunity for someone with a healthcare background who exercises sound judgment, takes initiative, and thrives in a dynamic, patient-focused environment.

What you'll do:

Customer engagement & support

• Serve as a day-to-day point of contact for clinic partners, responding to inquiries and coordinating resolution of platform questions or concerns
• Assess account activity across your portfolio and independently determine the appropriate outreach, communication approach, and follow-up timeline for each clinic based on their specific context and needs
• Develop and deliver customer communications, educational materials, and platform updates tailored to each clinic's workflow and engagement level
• Lead onboarding and platform activation for newly assigned clinic partners, making independent decisions about training format, pacing, and content based on each clinic's staff and operational structure
• Evaluate customer concerns and determine the appropriate resolution path — resolving independently where possible, and escalating complex clinical or technical issues with a recommended course of action

Platform support & enablement

• Serve as the primary resource for clinic partners navigating platform questions — independently assessing the nature and complexity of each issue and determining the appropriate resolution approach
• Plan and lead demonstrative calls for clinic audiences ranging from individual staff members to large multi-site groups — adapting format, depth, and delivery to the audience and their clinical context
• Design and maintain customer-facing resources — including FAQs, guides, and training materials — using judgment about what content gaps exist and what format will best serve each clinic audience

Account health & portfolio management 

• Independently evaluate account health signals across your portfolio, form conclusions about risk and engagement levels, and determine appropriate interventions— including direct outreach, escalation with recommendation, or adjusted engagement cadence
• Maintain accurate account records and use account data to inform engagement strategy and outreach decisions
• Contribute to customer retention by ensuring clinic partners feel informed, supported, and connected to the Octagos team

Cross-functional collaboration

• Partner with Customer Success Managers on account strategy, contributing informed perspective on account context, history, and clinical dynamics
• Identify and synthesize recurring customer feedback and platform themes, forming independent assessments of root causes and sharing findings with internal teams
• Participate in team meetings, training sessions, and cross-functional syncs to stay current on platform updates and CS initiatives

What we're looking for:

Required

• 1–3 years of experience in customer success, customer support, healthcare operations, or a related field
• Demonstrated ability to exercise independent judgment in managing customer relationships — including assessing situations, determining priorities, and choosing appropriate courses of action without step-by-step direction
• Strong organizational skills and ability to manage a variety of accounts and tasks with attention to detail
• Clear and professional written and verbal communication —you're comfortable engaging clinic staff, coordinators, and administrators
• Customer-first mindset with a genuine interest in helping people get value from a product
• Comfortable working in CRM or support platforms (experience with Salesforce, HubSpot, or similar tools a plus)
• Self-starter who can work independently in a remote environment while staying connected to the broader team
• Associate's or Bachelor's degree in healthcare, life sciences, business, or a related field

Preferred

• Background in cardiac monitoring, device clinic operations, remote patient monitoring, or cardiovascular healthcare
• Familiarity with CIED workflows or remote monitoring platforms such as Merlin,CareLink, Latitude, or Biotronik Home Monitoring
• Experience in a high-volume, account-based support or customer success role
• Exposure to healthcare billing, EMR platforms, or clinical documentation workflows

Why Join Octagos:

• Competitive base salary commensurate with experience 
• Insurance coverage including health, dental, vision, short-term and long-term disability
• 401(k) program
• Company holidays and Paid time off