Customer Success Manager

At Education Management Solutions, we merge essential information across environments, helping organizations align performance and capabilities between education, training, and active provider care.

EMS solutions seamlessly connect and analyze competency-based performance data for curriculum assessment and student performance tracking. Additionally, our open architecture removes silos across OEM hardware, simulation training tools, video conferencing, learning management systems, and external data sources for reporting.

Fusing performance observations and measurements across immersive reality, hands-on education, and classroom instruction; EMS provides a comprehensive learning backbone that elevates the discipline of healthcare anytime, anywhere.

About the role

Seeking an experienced Customer Success Manager to join our team for a six-month engagement as a contractor . This role is ideal for someone who enjoys working directly with customers, is passionate about educational technology, and has experience supporting competency-based education initiatives.

You'll play a critical role in helping healthcare education programs successfully implement and adopt EMS software by delivering customer training, guiding best practices, and serving as a trusted advisor throughout the customer journey.

• 6-month Contract
• Location: Greater Philadelphia Area (Local Preferred)
• Work Arrangement: Hybrid

What you'll do

Customer Success & Training

• Become a subject matter expert on EMS products, workflows, and best practices
• Lead customer onboarding and implementation training through virtual and onsite sessions
• Design and deliver engaging instructor-led, webinar, and hands-on learning experiences
• Develop customer education plans based on organizational goals and implementation requirements
• Conduct pre-implementation planning sessions and post-go-live follow-up training
• Deliver refresher, advanced, and new feature training for existing customers
• Document training outcomes and customer adoption progress

Product & Solution Expertise

• Develop a strong understanding of competency-based education and how EMS solutions support healthcare education programs
• Learn customer workflows and recommend best practices for successful product adoption
• Partner with Product Managers to understand new features and translate them into customer value
• Learn new functionality and confidently educate customers on product enhancements
• Troubleshoot customer questions and collaborate with internal teams to resolve issues

Sales Partnership

• Partner with Sales to develop compelling prospect demonstrations
• Deliver software demonstrations that highlight real-world educational workflows
• Support customer evaluations and proof-of-concept activities
• Share customer feedback and market insights with Product and Sales leadership

What You'll Bring

• Bachelor's degree or equivalent combination of education and relevant experience
• 3+ years of experience in Customer Success, Professional Services, Training, Implementation, or Educational Technology
• Experience supporting software solutions in an education, healthcare, or SaaS environment
• Understanding of or exposure to competency-based education, healthcare simulation, or learning technologies
• Strong presentation, facilitation, and communication skills with experience delivering both virtual and onsite training
• Ability to quickly learn new technology and confidently communicate its value to customers
• Experience presenting software demonstrations or supporting customer evaluations is a plus
• Strong organizational, problem-solving, and relationship-building skills
• Ability to travel to customer sites as needed
• Candidates located in the Greater Philadelphia area are preferred

You'll Thrive in This Role If You...

• Enjoy helping educators and organizations successfully adopt new technology.
• Are naturally curious and become the go-to expert on the products you support.
• Can confidently present to everyone from frontline users to executive stakeholders.
• Have an interest/understanding in competency-based education and improving learner outcomes.
• Build trust quickly and enjoy developing long-term customer relationships.
• Are comfortable partnering with Product Management, Sales, Project Management, and Customer Success to solve customer challenges.
• Love delivering engaging product demonstrations, training sessions, and webinars.
• Are a quick study who enjoys learning new products and translating technical features into real-world customer value.
• Take ownership, work independently, and thrive in a collaborative, fast-paced environment.

Why EMS?

At EMS, you'll have the opportunity to make a meaningful impact on healthcare education by helping institutions implement technology that improves competency development and learner success. You'll work alongside passionate professionals who are committed to innovation, collaboration, and delivering exceptional customer experiences.

If you're excited about educational technology, competency-based learning, and helping customers succeed, we'd love to hear from you.