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Company Description

LUCID is an early-stage, venture-backed, Toronto-based startup developing personalized and validated digital medical devices leveraging CBT and AI Music Therapy to improve health. LUCID's mission is to turn music into medicine. Our vision is to research, develop, validate, and commercialize music-based digital therapies to alleviate neuropsychiatric disorders and symptoms in a safe, effective, and accessible manner. We hope that in the future, patients seeking help with anxiety, depression, agitation, cognitive decline, and even delirium may, as the first line of treatment, use digitally distributed music-based therapies, decreasing time-to-care, improving outcomes, and reducing costs on the health ecosystem.

Job Description

We are seeking an experienced, passionate, and motivated Customer Success Specialist to join our team! You will play a vital role in defining and executing processes to drive adoption of our solution: by enhancing provider engagement, increasing care navigation registrations, and improving patient adherence. Your primary responsibility will be to ensure the satisfaction and success of our customer healthcare providers using LUCID's Resonance Rx Remote Therapeutic Monitoring Platform. Resonance Rx is a digital intervention designed for older adults who are living with mental health challenges such as anxiety, depression, or agitation, which may be associated with MCI or dementia. The solution helps healthcare providers conduct remote therapeutic monitoring (RTM) to track clients' therapeutic progress and symptom status. Resonance Rx Users benefit from cognitive behavioral therapy (CBT) informed podcasts, AI-personalized music therapy, and guided meditations to help support mental well-being and stress reduction. Resonance Rx is an FDA-listed and registered medical device and is reimbursable through Medicare.

If you are passionate about growing relationships to increase the number of patients we can help, and have a track record of ensuring customer satisfaction & success in the healthcare sector, then we want to hear from you!

Key Performance Indicators:

• Time to Implementation: Shorter is better
• Net Revenue Retention: More is better
• Practice Penetration: More is better, faster is better

What You’ll Do

• Grow client accounts by presenting and managing patient onboarding initiatives with customers.
• Serve as a trusted advisor to clients on RTM, providing guidance on its benefits and best practices for effective billing and reimbursement.
• Serve as the primary contact for onboarding, retention, and success of new customers.
• Develop deep relationships within client organizations to drive awareness and excitement for the Resonance Rx platform, benefiting both providers and patients.
• Improve and customize onboarding strategies to increase patient enrollment.
• Collaborate with Marketing to develop internal awareness campaigns and execute strategies to enhance provider engagement.
• Understand customer outcomes through communication, analyzing customer health metrics, running NPS, and gathering feedback.
• Represent the voice of the customer by providing input into product development, marketing, and sales processes.
• Work closely with cross-functional teams, including Product and Sales, to ensure a seamless customer experience.
• Support renewals and expansion opportunities within existing client accounts.
• Monitor customer engagement and provide feedback for product and service enhancements.
• Deliver insights to clients to maximize platform benefits and contribute to customer growth.
• Maintain detailed client interactions in the CRM, ensuring all key contacts and decision-maker encounters are properly documented.
• Represent LUCID Resonance Rx at various industry events as necessary
• Travel up to 25% of the time

Who You Are

• 2+ years of experience in Customer Success or Account Management (experience with medical devices or SaaS is a strong advantage)
• Background in support or business development (BDR) is a plus
• Truly outstanding communication and interpersonal skills (comfortable, confident, and friendly on the phone and in video calls!)
• Proven track record of working in a customer facing role
• Educated to degree level preferred but not essential
• Experience working with, and managing, stakeholders and customers
• A high level of accuracy and attention to detail is required
• Flexible approach, able to operate effectively with uncertainty and change. Adaptable and an excellent problem solver
• Driven, self-motivated, fearless with taking initiative, enthusiastic and with a “can-do” attitude
• Comfortable in a remote first work environment

Compensation & Perks

• Remote role
• Competitive compensation package

If you’re interested in this role, email your resume to goodie@resonance-rx.com (don’t apply through LinkedIn) and briefly answer the following questions: 1) If you were a customer service superhero, what would your superpower be?, 2) What’s a hobby (outside of work) you’re passionate about, and why?, 3) What do you believe is your most instinctive and innate talent? (be specific).

LUCID, Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Accommodations are available upon request for candidates taking part in all aspects of the selection process.

Employment is contingent upon the successful completion of a background check.

Must be legally eligible to work in Canada.