EMS Customer Success Consultant

Salary $43,000 to $50,000

*Please Note: This position is open only to candidates who currently reside in Michigan.  Applications from candidates residing outside of Michigan will not be considered. *

This position is a fully remote position; however, employees are expected to attend quarterly in-person team meetings and company events within Michigan.

Help shape how EMS professionals use technology every day.
At Ninth Brain Suite, we build software that helps EMS agencies spend less time on administration and more time supporting their crews and communities. As an EMS Software Trainer, you'll become a trusted partner to clients, helping them successfully adopt our software and improve their day-to-day operations.
We're looking for someone who combines EMS experience, strong communication skills, and a passion for helping others learn. You'll lead training programs, guide new clients through onboarding, create educational content, and serve as a trusted resource throughout the client journey.
If you're excited about making a meaningful impact on the EMS industry while working in a collaborative remote environment, we'd love to hear from you.

What You’ll Do

Deliver impactful training and client experiences

• Lead engaging virtual training sessions that build client confidence and product expertise
• Guide new clients through onboarding with a thoughtful, structured approach
• Present webinars that highlight key features and industry-relevant topics

Build strong client relationships

• Develop deep understanding of client operations, goals, and challenges
• Act as a trusted advisor—anticipating needs and delivering solutions
• Ensure every interaction leaves clients feeling supported, empowered, and valued

Leverage industry insight

• Use your EMS experience to connect with clients and communicate effectively
• Translate real-world workflows into meaningful software use cases
• Gather feedback from clients and advocate for improvements

Collaborate and contribute internally

• Partner with internal teams to improve training processes and client experience
• Use tools like CRM and Jira to track progress, client engagement, and initiatives
• Create polished, engaging written content with a strong attention to tone, clarity, and storytelling—whether developing client communications, updating manuals, or explaining complex workflows
• Maintain accurate training records and client documentation

Represent Ninth Brain in the industry

• Travel to 1-4 healthcare industry-specific conferences per year
• Engage with clients and prospects while representing the brand
• Build relationships with industry leaders, partners, and vendors

What We're Looking For

Required Qualifications

• 5+ years of experience in Emergency Medical Services (EMS)
• Experience presenting information, conducting training, or facilitating discussions with professional audiences
• Ability to manage multiple priorities and deadlines in a fast-paced environment
• Ability to communicate effectively with individuals at all levels of an organization
• Proficiency with Microsoft Office applications and virtual meeting platforms
• Ability to create clear written communications, documentation, and training materials
• Ability to work independently in a remote environment
• Willingness and ability to travel 1-4 times per year for conferences and industry events

Preferred Qualifications

• Experience in a leadership, administrative, or educator role within EMS
• 2+ years of experience in training, customer service, account management, or other client-facing roles
• Experience using CRM systems, Jira, or SaaS-based software platforms
• Experience developing training materials, facilitating webinars, or delivering virtual learning sessions
• Experience identifying and implementing process improvements

Tools You'll Use

• CRM platforms
• Jira
• Zoom and virtual training tools
• Microsoft Office Suite

What You’ll Get

• Medical, dental, and vision coverage
• 401(k) retirement plan with company matching
• Parental Leave
• Disability Insurance
• Group and Voluntary Life Insurance
• A generous schedule of paid holidays, including your birthday, summer Friday program, and PTO
• Monthly stipend to offset phone and internet services for working remotely
• Monday to Friday schedule except when traveling for tradeshows
• Work from the comfort of your home office
• Stay connected with the team via phone, Zoom chat, and scheduled meetings
• Fun in-person company quarterly outings

Ready to help first responders succeed with smarter tools?
Apply today and be part of a mission-driven team dedicated to supporting the EMS community through meaningful training and partnership.

 

Ninth Brain is a professional services firm that enables first responder organizations to focus on what’s important: less on paperwork and more on saving lives. Launched in 2001, Ninth Brain is a Michigan-based software company that has developed a suite of tools that provides a centralized solution to help organizations with maintaining their daily operations. These tools include tracking required credentials, providing a robust learning management system, creating forms/checklists, managing workforce scheduling, and much more.