Customer Success Manager, EMS Quality & Human Experience

POSITION SUMMARY

The Customer Success Manager provides EMS agencies with data interpretation and expert advice to inform their quality management programs. This role combines EMS quality management expertise with survey data analysis, client advisory services, contributions to shared onboarding, and ongoing survey program quality assurance. The manager also owns the renewal sales pipeline and helps clients sustain the value of their partnership with EMS Survey Team.

Direct experience in an EMS quality management, quality assurance, or quality improvement role is desired. The manager interprets findings, explains their limitations, and advises leaders on potential quality priorities. Agencies retain responsibility for writing action plans, implementing changes, and managing their improvement initiatives.

ESSENTIAL JOB FUNCTIONS

1. Analyze patient experience scores, response patterns, benchmarks, and open-ended feedback to identify strengths, emerging concerns, and opportunities for improvement across individual clients and the broader client portfolio.
2. Apply statistical principles to assess sample size, response bias, variation, and meaningful differences. Validate comparisons and clearly communicate what the data can and cannot support.
3. Develop accurate reports and presentations that connect patient experience findings with EMS clinical, operational, and workforce measures where appropriate and available.
4. Serve as a trusted advisor to EMS executives, quality leaders, educators, and operations teams; explain findings in the context of prehospital care and agency priorities.
5. Help clients identify patterns and potential quality priorities; explain how patient experience findings can inform their existing quality management programs.
6. Offer recommendations and quality program considerations related to communication, patient interactions, staff education, and service processes. Serve in an advisory capacity, with agency teams responsible for action planning and improvement execution.
7. Conduct regular data review conversations, document advice and client needs, and address barriers to dashboard use and data interpretation. Explain changes in findings without assuming that a score change proves causation.
8. Contribute to onboarding alongside the other designated onboarding team members. Complete assigned activities, provide client context, and support a coordinated handoff and launch.
9. Help clarify client goals, survey requirements, dashboard users, and reporting needs. Partner with technology and operations staff on assigned validation checks and communicate issues to the appropriate onboarding owner.
10. Train clients to use the platform, interpret results, and incorporate patient experience into their quality management program; maintain practical guidance and training resources.
11. Perform and document quality checks on survey setup, collection workflows, dashboards, and client reports, including scoring logic, filters, sample counts, and reporting periods.
12. Monitor data completeness, survey delivery, response rates, and reporting accuracy. Investigate discrepancies and coordinate corrections with the appropriate internal team.
13. Protect patient and client information, follow company privacy and security procedures, and escalate suspected incidents or inappropriate access promptly.
14. Own the renewal sales pipeline for assigned clients from advance planning through signed renewal; maintain accurate contract dates, opportunity stages, expected revenue, next actions, and forecasts in the CRM.
15. Begin renewal conversations early, confirm client needs and decision makers, demonstrate program value, and prepare proposals and quotes using approved pricing and terms.
16. Lead renewal discussions, resolve objections, and coordinate service agreements, business associate agreements, and signature follow-up with internal stakeholders. Escalate pricing or contract exceptions for approval.
17. Identify retention risks, document recovery plans and reasons for nonrenewal, and report renewal progress to leadership. Coordinate appropriate expansion opportunities with sales.

REQUIRED QUALIFICATIONS

1. 5 years of experience working in a qualified role, including direct survey and platform experience, quality management/improvement, or customer success utilizing statistical analysis.
2. Working knowledge of survey methods, descriptive statistics, confidence intervals, sampling limitations, and responsible interpretation of trends and benchmarks.
3. Proficiency with Excel and experience using survey, data collection, or reporting systems; ability to validate calculations and investigate data quality issues.
4. Ability to explain complex findings clearly, provide practical quality program advice, train users, and collaborate on shared client workflows while managing assigned responsibilities and deadlines.
5. Ability and willingness to own renewal conversations, proposals, follow-up, and CRM documentation while maintaining trusted client relationships.

PREFERRED QUALIFICATIONS

1. Direct professional experience in an EMS quality management, quality assurance, or quality improvement role, with demonstrated responsibility for analyzing performance data and informing quality initiatives.
2. Strong understanding of EMS operations, clinical workflows, documentation, and the relationship between patient experience and overall quality of care.Hands-on experience with Qualtrics survey configuration, dashboards, reporting, and data workflows.
3. Experience with patient experience programs, EMS accreditation requirements, and structured quality improvement methods such as Plan Do Study Act.
4. Experience in client consulting, account management, renewals, or other responsibilities involving customer retention; prior EMT or paramedic experience.

MEASURES OF SUCCESS

Performance will be evaluated through timely completion of assigned onboarding activities, reliable survey and reporting quality, client adoption and understanding of the data, usefulness of advisory guidance, client retention, renewal revenue, and the accuracy and completeness of the renewal pipeline. Targets will be established with leadership.

PHYSICAL REQUIREMENTS

1. Talking – expressing or exchanging ideas by means of the spoken word to impart oral information to others accurately (2-4 hrs. daily).
2. Hearing – perceiving the nature of sound by ear (2-4 hrs. daily).
3. Sitting – remaining in a seated position (6-8 hrs. daily).
4. Standing – remaining on one’s feet in an upright position at a workstation without moving about (1-2 hrs. daily).
5. Walking – remaining on one’s feet moving around the building without sitting (1-2 hrs. daily).
6. Lifting – raising or lowering an object under 20 lbs. from one position to another (infrequently).
7. Work Environment – general office work and exposure to elements within the office environment (6-8 hrs. daily).
8. Travel-ability to travel up to 20% of the time for meetings, conferences, client visits, training, or other business needs. Travel may include same-day and overnight trips, requiring the use of a personal vehicle and/or commercial air and ground transportation.

SALARY RANGE

$85,000-$92,000