Customer Success Representative
HeadCheck Health
This job is no longer accepting applications
See open jobs at HeadCheck Health.See open jobs similar to "Customer Success Representative" MaRS Discovery District.Customer Service, Sales & Business Development
United States · Remote · Canada · Remote
Posted on Jul 22, 2025
What is HEADCHECK Health:
HEADCHECK Health is a world leader in concussion protocol compliance technology. HEADCHECK has changed the landscape of sports through data based insights through our end-to-end solution to execute concussion protocols, mitigate risk, and support recovery. We simplify what’s normally a complicated process and provide medical professionals, parents, coaches, league directors, and owners with the information they need to make informed decisions about player safety.
Position Summary:
HEADCHECK Health is looking for an individual who loves building relationships with new people and is passionate about both helping others and being organized. This role reports into the Customer Success Manager and is part of a small team passionate about helping sports teams do more for their athletes' brain health by getting the most out of their HEADCHECK software. In your role, you will work to discover the current underpinnings of concussion management for our customers, will help tailor the HEADCHECK system to support their processes, will communicate regularly to help them improve the quality of care they can deliver and will manage micro budgets to ensure each customer's first few weeks with the system are a success. Customer Success is more than customer service. Within your role you will have an opportunity to work across departments including helping with product development and ideation, sales consultation, marketing and communication and even a bit of people management all with the lens of delivering the best experience for your customer group.
Key Responsibilities:
- Engage with customers to understand their current process, areas requiring improvement and then key wins/opportunities throughout the year.
- Conduct online software training to ensure successful knowledge transfer of switching from paper to technology
- Work with teams to grow and coach adoption and use of concussion best practices with Sports Teams
- Work with Product and Marketing teams in the development of product-related marketing and communication materials, tools, and internal resources
- Provide transition support activities for new customers including system configuration, data management, content migration, admin, training, etc
- Define user stories, process maps and functional requirements working with different lines of business
- Facilitate account growth by identifying referral opportunities, supporting upsell initiatives, and collaborating with the sales team to drive expansion through both organic and strategic (inorganic) channels.
- Plan and conduct tests on the software to ensure products meet customer requests and requirements and your quality standards
- Author blogs/helpful articles, emails, social network posts and other creative elements which may help your customers
- Create and maintain job aids and reference resources for administrators and end users
- Manage support call and change requests submitted to the Customer Success queue
- Educate customers on best practices for maintaining data security and confidentiality, and ensure proper documentation of customer data interactions.
- Participate in privacy and security training on regulations such as HIPAA and PIPEDA.
- Follow policies and workflows and handle customer and prospect data in accordance with laws and legislations such as HIPAA and PIPEDA.
- Other responsibilities as the role requires
Passions, skills, and competencies would include:
- A passion for helping people.
- You have a natural curiosity, excellent communication skills, an aptitude for making friends wherever you go and a competitive streak which helps you get the information you need to achieve results.
- Some understanding of sports and/or the key roles in sports organizations will be helpful for you as you attempt to navigate various organizations and identify the best person to connect with.
- Strong technical skills including Google Suite, CRM (Hubspot), and web browsing (or other transferable tech skills) to leverage and drive your efficiency.
- Excellent organizational skills and time efficiency
- Customer-centric mindset
- Willingness to learn lots, and wear a few different hats to get the job done
- Bilingual (English/French) an asset
What Makes this the Perfect Opportunity:
- Influence change in healthcare and make an immediate difference
- Work with the biggest sports leagues worldwide
- Attractive benefits & health and wellness perks
- Employee Stock Option Plan
- Direct access to our leadership team
If you’re looking to build your business career (while making a difference in the world) and have a passion for sports, health and/or technology, you might be just the candidate for this role.
Working at HeadCheck
HeadCheck offers a fast-paced, dynamic work environment where all employees have an impact. The company is growing fast, so we like to work hard and have fun!
What differentiates us is our commitment to work-life balance. Our employees enjoy flex-hours, the ability to pursue professional projects of interest. What should excite you the most about HeadCheck is the opportunity to be a key player in revolutionizing how technology, health, and safety intersect.
Enjoy a rewarding and challenging high growth startup environment filled with a great perks!
This job is no longer accepting applications
See open jobs at HeadCheck Health.See open jobs similar to "Customer Success Representative" MaRS Discovery District.