Customer Success Specialist

The Customer Success Specialist supports existing and new customers by serving as the primary Help Desk contact during core business hours (Monday - Friday, 9:00 AM - 5:30 PM CST). This role partners with Sales, Customer Success, Marketing, and Technical teams to drive customer adoption, retention, and satisfaction. The Customer Success Specialist ensures customer issues, RMAs, and potential complaints are documented as well as escalated in alignment with applicable Quality and Regulatory requirements.

Hybrid from Woodbury, MN.

• Serve as the primary Help Desk contact during business hours, managing inbound phone calls and emails. Generate Jira tickets and document customer interactions thoroughly.
• Provide level one troubleshooting and resolution prior to escalation; routing complex issues to technical operations, Engineering, or other internal teams using defined escalation pathways.
• Provide customer escalation support, proactive follow-up to confirm resolution, and maintain high customer satisfaction.
• Monitor customer health indicators, identify pain points and adoption risks, and coordinate mitigation plans with the Customer Success Manager and Sales team.
• Deliver continuous education through best practices, tips, proactive outreach, and customer training activities to improve utilization and outcomes.
• Support training content and program administration, including Vios University maintenance and participation in customer education efforts as needed.
• Work closely with Customer Experience within the Marketing organization to capture Voice-of-Customer insights and translate field feedback into actionable themes.
• Participate in cross-functional reviews of customer issues, usability trends, and release readiness to help ensure customer learning is reflected in product updates, training materials, and customer-facing communications.
• Coordinate with product, engineering, marketing, and technical teams to align knowledge base content, customer messaging, and change-impact guidance.
• Identify and appropriately report potential customer complaints in accordance with company SOPs to ensure timely intake, documentation, and escalation to quality/regulatory as required.
• Support accurate, audit-ready records in Jira ticket system, including customer communications, troubleshooting steps, outcomes, and required complaint-handling information.

• Support complaint trending by identifying recurring issues, contributing to root cause investigations, and providing inputs to corrective and preventive action (CAPA) processes when applicable.
• Comply with all relevant quality system documentation practices and training requirements consistent with regulated medical device operations, including FDA and ISO expectations.
• Support the processing of RMAs and coordinate customer follow-up to support service visibility, turnaround time improvement, and clear customer communication regarding replacements and returns.
• Assist with monthly usage report preparation and customer reporting requests to support adoption, renewal, and expansion discussions.
• Provide project coordination support in Asana and related systems, including task tracking, timelines, and cross-team follow-through.
• Maintain flexibility in scheduling to ensure consistent coverage during peak volume, PTO, or unexpected team member absences; adjust hours when needed within agreed guidelines.
• Shadow and learn broader Customer Success workflows to serve as a functional backup for key team responsibilities to maintain continuity of customer support when required.
• Perform other job-related responsibilities and duties as needed.

• Bachelor's degree in Business, Healthcare, Communications, Life Sciences, or a related field is required; equivalent combination of education and direct relevant experience may be considered.
• 2+ years of experience in customer service, customer success, help desk, or another customer-facing support role.
• Demonstrated ability to troubleshoot, prioritize, and manage multiple concurrent customer issues while meeting deadlines and maintaining quality documentation.
• Strong verbal and written communication skills, with the ability to provide clear instructions and updates to external customers and internal staff.
• Proven collaboration skills with cross-functional partners, including commercial, clinical, technical, quality, and Marketing teams.
• Ability to operate effectively in an ever-changing environment.

• Experience supporting hospitals, post-acute markets, CROs, medical clinics, or similar healthcare delivery environments.

• Comprehensive benefits package including medical, dental, and vision insurance.
• Generous Paid Time Off including paid holidays and floating holidays.
• 401(k) employer match on retirement planning.
• Hybrid working schedule for eligible positions.
• Tuition reimbursement on approved programs.
• Flexible and health spending accounts.
• Talent Development program.

• Provide after-hours and/or weekend coverage as needed for urgent customer issues or business critical escalations. Incentives would be provided in accordance with our Help Desk Program policies. (optional)
• Occasional travel to customer sites as needed (approximately 10%).
• Minimum Salary: $67,982
• Maximum Salary: $77,000