Customer Success Manager

Posted Apr 3

Company Description

Founded by Dr. Jonathan Rothberg in 2011, Butterfly Network is a digital health company with a mission is to democratize medical imaging by making high-quality ultrasound affordable, easy-to-use, globally accessible, and intelligently connected, including for the 4.7 billion people around the world lacking access to ultrasound. Butterfly created the world's first handheld single-probe, whole-body ultrasound system using semiconductor technology, Butterfly iQ. 

The company has continued to innovate, leveraging the benefits of Moore’s Law, to launch its second generation Butterfly iQ+ in 2020, and third generation iQ3 in 2024 – each with increased processing power and performance enhancements. 

The disruptive technology has been recognized by TIME’s Best Inventions, Fast Company’s World Changing Ideas, CNBC Disruptor 50, and MedTech Breakthrough Awards, among other accolades. With its proprietary Ultrasound-on-Chip™ technology, intelligent software, and educational offerings, Butterfly is paving the way to mass adoption of ultrasound for earlier detection and remote management of health conditions around the world.

Joining Butterfly is the opportunity to redesign the future of healthcare through the power of technology. Embark on a journey with us to maximize global impact, motivated by the idea that our products will change the lives of millions, along with the people you love.

Job Description

We are looking for a highly driven Customer Success Manager passionate about changing healthcare for the better. On the Success & Enablement team you will serve as a trusted advisor to the largest and most noteworthy institutions in healthcare, helping them achieve maximum value from the Butterfly platform. 

As part of our team, your core responsibilities will be: 

  • Ensure an optimal onboarding experience and enable early product adoption for new customers through training needs assessment, plan development, and execution.
  • Act as a conduit for recommending and providing access to useful assets, resources and specific human expertise (ex. clinical, technical).
  • Illustrate business value by defining clear metrics and proof points for all customer engagements.
  • Help customers prepare and manage changes to the products and services they’ve purchased.
  • Be the ‘voice of the customer’ and provide internal feedback to maximize customer value and retention.
  • Monitor customer health, NPS feedback, and answer incoming questions or requests regarding the content and functionality of Butterfly products; probing to understand underlying business needs and desired outcomes.
  • Identify, plan, and execute against expansion opportunities in partnership with sales
  • Perform a broad variety of tasks in support of the role and responsibilities

Qualifications

Baseline skills/experiences/attributes:

  • University degree or equivalent work experience as client success manager
  • This is a remote position, candidate must be living in Germany 
  • Fluent written and spoken German communication skills (C2 or native). Fluent English - professional work proficiency in a medical faculty and/or hospital environment
  • Project management experience and ability to drive and manage multiple large projects at the same time
  • 5+ years experience in healthcare services (specifically for patient care delivery systems) in either a sales, consulting, account management or customer success role. Strong preference for candidates with a clinical and ultrasound background 
  • Experience working with a variety of stakeholders including: academia, clinical, C-Suite, medical and/or software engineering, administration, and finance  
  • Hands on, strong team player, and fully accountable for delivering agreed-upon performance metrics
  • Self-motivated, comfortable to work independently in remote setting, driven, adaptable to fast paced and changing work environments 
  • Willing and able to travel across DACH Region with occasional international travel
  • German driving license

Ideally, you also have these skills/experiences/attributes (but it’s ok if you don’t!):

  • Medical device industry experience
  • IT integration/Cloud experience
  • Ability to work occasionally with a US based team which may require adhering to Eastern Standard Time Zone (EST) hours.

Additional Information

We offer great perks: 

  • Equity - we want every employee to be a stakeholder
  • Kilometer reimbursement flat rate 
  • Cell phone reimbursement fixed amount
  • The opportunity to build a revolutionary healthcare product and save millions of lives

Butterfly network does not accept agency resumes.

For this role, we are only considering candidates who are legally authorized to work in Germany and who do not now or in the future require sponsorship for employment visa status.

Butterfly Network is an equal opportunity employer. Regardless of race, traits associated with race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability or Veteran status. All your information will be kept confidential according to EEO guidelines.