[Remote] EMS Customer Success Consultant

Note: The job is a remote job and is open to candidates in USA. Ninth Brain is a Michigan-based software company that supports EMS agencies with innovative tools for operational efficiency. As an EMS Customer Success Consultant, you'll lead training initiatives, build strong client relationships, and leverage industry insights to enhance client experiences with the software.ResponsibilitiesLead engaging virtual training sessions that build client confidence and product expertiseGuide new clients through onboarding with a thoughtful, structured approachPresent webinars that highlight key features and industry-relevant topicsDevelop deep understanding of client operations, goals, and challengesAct as a trusted advisor—anticipating needs and delivering solutionsEnsure every interaction leaves clients feeling supported, empowered, and valuedUse your EMS experience to connect with clients and communicate effectivelyTranslate real-world workflows into meaningful software use casesGather feedback from clients and advocate for improvementsPartner with internal teams to improve training processes and client experienceUse tools like CRM and Jira to track progress, client engagement, and initiativesCreate polished, engaging written content with a strong attention to tone, clarity, and storytelling—whether developing client communications, updating manuals, or explaining complex workflowsMaintain accurate training records and client documentationTravel to 1-4 healthcare industry-specific conferences per yearEngage with clients and prospects while representing the brandBuild relationships with industry leaders, partners, and vendorsSkills5+ years of experience in Emergency Medical Services (required)Strong presentation, communication, and relationship-building skillsProven ability to manage multiple priorities in a fast-paced environmentAbility to confidently engage with stakeholders at all organizational levelsProficiency with tools like PowerPoint, Excel, CRM systems, and task management softwareExceptional written communication and creative writing skills with the ability to simplify complex topicsWillingness to travel for conferences and industry events (1–4 per year)Self-starter mindset with strong organizational and problem-solving skills in a remote environmentLeadership or administrative experience (e.g., Field Supervisor, Operations Manager, Educator)Experience in training, customer service, or client-facing roles (2+ years preferred)Experience with software demonstrations or SaaS platformsFamiliarity with CRM analytics and reportingExperience managing webinars or virtual learning environmentsBackground in process improvement or training developmentBenefitsCompetitive salary based on experience and skill levelMedical, dental, and vision coverage401(k) retirement plan with company matchingParental LeaveDisability InsuranceGroup and Voluntary Life InsuranceA generous schedule of paid holidays, including your birthday, summer Friday program, and PTOMonthly stipend to offset phone and internet services for working remotelyMonday to Friday schedule (except when traveling for conferences)Work from the comfort of your home officeStay connected with the team via phone, Zoom chat, and scheduled meetingsFun in-person company quarterly outingsCompany OverviewNinth Brain offers a learning management system, risk assessment, healthcare, software, and SaaS services. It was founded in 2001, and is headquartered in Frankenmuth, Michigan, USA, with a workforce of 11-50 employees. Its website is https://www.ninthbrain.com.