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.

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

• 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

• 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
• 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

• 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

• 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…