Job Description

Who We Are

Handtevy is a healthcare SaaS company whose platform is used by hospitals, EMS agencies, and healthcare organizations to deliver evidence-based medication dosing, standardized clinical protocols, and real-time coordination tools for emergency medical services.

Our technology supports first responders and clinicians in high-stakes environments where clarity, speed, and reliability are critical. The applications we build are used in ambulances, emergency departments, and healthcare systems every day to promote protocol adherence, dosing accuracy, and operational efficiency in emergency care.

We are growing and continuing to invest in our platform. We are looking for team members who want to support technology that enables life-saving work and improves the consistency and quality of emergency medical care.

Who We Want

Are you driven and competitive yet still interested in making a difference in the world? This is an

excellent opportunity to become part of a successful, fast growing healthcare tech company that

is revolutionizing emergency medical care for children and adults on a national/ international

level.

Responsibilities

We are seeking a highly motivated and customer-focused Customer Success Specialist to join

our growing team. This role is primarily proactive in nature, focused on driving customer

adoption, engagement, and long-term success, while also being equipped to address customer

inquiries and deliver an exceptional customer experience across all interactions. The ideal

candidate is an organized, confident communicator who is comfortable leading virtual meetings,

delivering presentations, and managing a prioritized workload across a portfolio of accounts.

Key Responsibilities

• Lead virtual customer meetings and presentations to drive engagement, product

adoption, and customer success outcomes.

• Guide new customers through the onboarding and implementation process, ensuring a

smooth transition from signed contract to active use. Conduct business reviews, leveraging engagement data to drive retention conversations and long-term customer relationships.

• Proactively monitor client health and maintain regular contact through structured

check-ins, addressing risks to engagement or retention before they escalate.

• Develop tailored success plans for each customer, aligning with their goals and KPIs.
• Identify opportunities for account expansion and communicate value to support

renewals or additional Handtevy products.

• Serve as a customer advocate internally by sharing insights with appropriate team

members.

• Proactively communicate product updates and new features to customers, including

guiding them through changes to the app or portal as needed.

• Address customer inquiries via phone, email, and video in a prompt and professional

manner.

• Maintain detailed records of customer interactions and support activities in Freshdesk,

Salesforce, and other success platforms.

Education/Skills Required

• Bachelor's Degree preferred
• Experience in a customer success, account management, or client-facing role preferred
• Strong technical aptitude with the ability to learn new platforms quickly; familiarity with
• Salesforce, Zoom, Google Suite, and Freshdesk preferred
• Strong communicator — confident presenting on virtual calls, responsive in writing, and

an active listener in customer conversations

• Self-motivated, coachable, and highly organized; able to manage a high-volume account

portfolio and thrive in a fast-paced environment

• Analytical mindset with the ability to translate data into actionable customer insights

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