About us

💙 Implicity is a digital MedTech, that brings outstanding innovations to cardiologists, thanks to Big Data and Artificial Intelligence.

Thanks to our leading cardiac remote monitoring platform, it’s way easier to manage data and predict patient issues, so that cardiologists can bring the best care at the best time.

To put it simply, when you join Implicity, you’ll contribute to save lives with us 💓🩺

Dr Arnaud Rosier (cardiologist and AI researcher) & David Perlmutter (engineer and entrepreneur), co-founded Implicity in 2016.

• 10+ years later, a French Start-Up / Scale-Up 🐓 is a real game changer in the healthcare market, literally shaping the future of cardiology.
• 250+ hospitals / medical centers are already using our solutions, covering 100 000+ patients.

👩🏻👨🏿👱🏻 At Implicity, you will find the greatest experts in data science, engineering, clinical, regulatory, IT, sales, customers success, etc. working together.

This amazing team already managed to make Implicity a clear European leader, and we will very soon do the same in the US market.

In a nutshell, thanks to Implicity:

🏆 Patients get a far better care

🏆 Doctors’ life is far easier, they can have a far better focus on prevention/treatment, and not admin/data burden

🏆 Healthcare payers (Social Security in France) eventually pays a far lower price (preventing/monitoring instead of treating/hospitalizing)

It can start as soon as you can!

Want more infos?! 

• Our website: https://www.implicity.com/about-us/ 
• Our team: https://www.welcometothejungle.com/fr/companies/implicity/team 
• Our other opening jobs: https://www.implicity.com/careers/ 
• Our cool grade on Glassdoor: https://www.glassdoor.fr/Présentation/Travailler-chez-Implicity-EI_IE4010545.16,25.htm 
• Our $23M Series A last January 2022:  https://www.implicity.com/ressource/seriesa/ 
• A cool article by La Tribune: https://www.latribune.fr/technos-medias/innovation-et-start-up/la-startup-de-la-semaine-implicity-previent-les-crises-cardiaques-grace-aux-donnees-829691.html 
• And finally, 2 interviews of our CEO Arnaud Rosier:https://www.youtube.com/watch?v=1ofIQQMWqZohttps://www.bsmart.fr/video/1727,37-ecosysteme-implicity

Job and recruitment context

We're hiring a Customer Success Manager - Scalability for a brand-new role to join and expand our Customer Success team.

🥇 Background

• Experience as a CSM or Account Manager, ideally in a startup or fast-paced environment
• Strong technical understanding and aptitude for learning software systems
• Excellent problem-solving skills and critical thinking ability
• Exceptional communication and interpersonal skills, ability to explain technical concepts clearly
• Strong analytic skills and ability to take a step back, you are capable of analyzing processes, identifying optimization areas, and making data-driven decisions
• Empathetic and customer-centric mindset
• Proactive, organized, and capable of managing multiple tasks simultaneously
• Familiarity with tools such as, Notion, Zendesk and Zapier is a plus.
• You speak fluently French & English
• You have a strong work ethic & daily act with integrity, honesty and fairness
• You are definitely a thoughtful team player, looking to make your colleagues successful

🥈 Your missions

Reporting to Anaïs (Lead CIED Client Success, stakeholder), you'll be key to customer success and satisfaction. You'll manage client relationships using platform knowledge and strong service. As a Scalability-focused CSM, you'll drive operational efficiency for global Customer Success team growth.

You will:

1. Customer Relationship Management: 

• Build and maintain strong relationships with many customers to understand their unique needs and challenges.
• Act as a point of contact for customers, ensuring their ongoing success with Implicity’s solutions.
• Travel to clients throughout the national territory : 20% of your time.

2. Customer Education:

• Provide expertise in application training, adapting to customers’ learning styles and utilizing various techniques to ensure effective knowledge transfer.
• Attend customer calls to deliver expert guidance, educating customers on best practices, and optimizing for patient care.

3. Escalation and Issue Resolution:

• Recognize when to solve issues independently and when to escalate complex configurations and customer customization requests to the technical team for resolution or development.
• Collaborate with internal teams to ensure timely resolution of customer issues.

4. Product Feedback:

• Serve as a voice of the customer within the organization, providing valuable feedback, feature requests, and improvement ideas to the product development team.

5. Collaboration and Communication:

• Work closely with cross-functional teams, including product development, sales, and marketing, to provide a unified and seamless customer experience.
• Effectively communicate technical updates, resolutions, and workarounds to customers.

6. Scalability:

• Drive operational efficiency and enable the Customer Success team to scale globally.
• Collaborate with cross-functional teams to streamline processes, implement automation, and optimize workflows, ensuring the team can support a growing customer base without compromising quality.
• Identify and execute on opportunities for improvement, and build frameworks that enhance both team performance and the customer experience at scale.
• Leverage technology and establish best practices to ensure scalable growth.

At Implicity, you will have a weekly meeting with your manager, to help you succeed in your mission, and continuously improve your skills.
Each team works with quarterly OKR, to be crystal clear, fair and honest with your targets.
The annual appraisal is a shared exchange moment, focused on your development.

🥉 Hardskills and Softskills

• You know how to onboard a customer on a new product and how to undertake a project
• You are autonomous
• You know how to address demanding customers and solve product-related problems
• You have a strong bias for action, and get things done, even if you don’t fully understand everything
• You have strong interest in the innovation and health ecosystem
• You are IT agile (we use Notions, Slack, Drive, etc.) as daily tools
• You enjoy working in a fast-paced and ever-changing environment
• Strong work ethic & daily act with integrity, honesty and fairness
• Definitely a thoughtful team player, looking to make your colleagues successful

You like this ad, and think this is very like you 😊

It is OK to apply without meeting all the criteria: just honestly tell us why you think you can be THE one.

Recruitment process (based on the team process) 

• 1. HR Interview (30 min) 
• 2. Operational Interview with Anne and Anaïs (your future team) (60-120min) 
• 3. Final Interview with Lucie (COO) (60-90min) 
• 4. Reference check
• 5. Job Offer (usually follows within 72 hours 🤞) 

Depending on your availability, the recruitment process should last less than 3-4 weeks.

General information

💰 Salary

• For this job (type of contract), you have a base salary (and variable) depending on your experience
• Company equity (BSPCE) 

👍 Benefits

• Health care plan: Alan (40,5€ / month + 21€/month for kids)
• Luncheon voucher: 9€ (50% employer)
• Transport: 50% of your pass OR sustainable mobility pass

📍 Remote work & Location

• 3 days per week (progressively)
• Location: 29 rue du Louvre, 75002, PARIS

✅ Why us?

Simply because you will get all Scale-Up advantages without the usual drawbacks!

• Activity: we are a “purpose company” - that really drives everyone’s daily motivation and commitment
• Solution: we built a best-in-class solution, that has no direct competitor
• Growth stage: we are not small - we are not big - we are 70 => our boom is to come
• International: we operate at a global level, and our working language is English
• Values: we do have values, and these are not just for posters!
  • Integrity: we act with honesty and fairness
  • Ambition: we strive for excellence in a healthcare demanding environment
  • Cooperation: we care, we support, we seek collective success
• Autonomy: you’ll definitely get real responsibilities, and have the chance to have impact
• Employee care:
  • Our beautiful office is “rue du Louvre” (between Chatelet & Bourse)
  • Regular team events, especially every Thursday evenings
• Tools: we used Slack, Notion and Drive, and it is pretty cool
• Worklife balance: we are definitely respectful & remote friendly 
• Shareholder: you will be incentivized with company equity