[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.

Responsibilities

• 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
• 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
• 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
• 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
• 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

Skills

• 5+ years of experience in Emergency Medical Services (required)
• Strong presentation, communication, and relationship-building skills
• Proven ability to manage multiple priorities in a fast-paced environment
• Ability to confidently engage with stakeholders at all organizational levels
• Proficiency with tools like PowerPoint, Excel, CRM systems, and task management software
• Exceptional written communication and creative writing skills with the ability to simplify complex topics
• Willingness to travel for conferences and industry events (1–4 per year)
• Self-starter mindset with strong organizational and problem-solving skills in a remote environment
• Leadership 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 platforms
• Familiarity with CRM analytics and reporting
• Experience managing webinars or virtual learning environments
• Background in process improvement or training development

Benefits

• Competitive salary based on experience and skill level
• 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 conferences)
• 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

Company Overview