Manager, Impact Management

Manager, Impact Management

Laerdal Medical Benefits Include:

• Generous PTO & Holidays
• Hybrid and Compressed Work Week (for operations-based roles only)
• Comprehensive Medical, Dental, and Vision
• HSA & FSA Account Options, with employer HSA contribution
• 401k with Employer Match & Profit Sharing
• Tuition Reimbursement
• Wellness Reimbursement Program
• Professional Development Opportunities
• Pet Insurance
• Subsidized Cafeteria in NY based office

Position Overview:

The role of Manager, Impact Manager is to lead the team to foster strong relationships with clients,
guiding them to utilize the company's products/services effectively and
ensuring their satisfaction and long-term success. Lead
the development and execution of our vision for customer health, success, and
long-term impact of Laerdal Solutions. This role will be responsible for
setting the framework and metrics for customer impact, driving initiatives that
improve retention, engagement, and value realization across the customer
journey. The ideal candidate brings strong leadership, cross-functional
collaboration, and a passion for creating measurable value for customers and
the business alike.

Responsibilities:

Customer Onboarding & Engagement:

• Develop and maintain onboarding materials and strategies to drive adoption of subscription products.
• Lead proactive engagement efforts to understand customer needs, resolve issues, and deliver value.

Renewals, Retention & Growth

• Design and execute a renewals strategy, forecasting renewal success based on account health.
• Promote customer retention, up-sell/cross-sell opportunities, and account expansion through measurable outcomes.

Customer Success Planning

• Standardize success plans aligned with customer goals.
• Monitor usage, health metrics, and renewal outcomes to guide support and training initiatives.

Team Leadership & Development

• Manage, coach, and develop a high-performing team.
• Define and evolve best practices for Impact Managers.
• Lead change management initiatives and foster a culture of continuous improvement.
  

Sales & Cross-Functional Alignment

• Partner with Sales leadership to ensure seamless customer transitions and align goals.
• Act as the voice of the customer across internal teams (Sales, Product, Marketing, etc.).

Operational Strategy & Metrics

• Drive operational excellence through clear performance metrics and reporting.
• Provide regular business insights and ensure accountability to goals and development plans.

Training & Enablement

• Build structures for ongoing training and knowledge-sharing to support customer ROI and team confidence in upsell/cross-sell.

Customer Advocacy & Feedback

• Create feedback loops to share customer insights internally and influence product improvements.
• Support development of customer success stories and advocacy materials.

Requirements:

• Bachelor's degree in Business, Education, Technology, or related field
• Minimum of 5+ years of leadership experience in Customer Success or Impact roles, with a proven ability to coach and develop teams
• Minimum of 3+ years of experience in Account Management or Customer Success, ideally in Medical, Education, or Technology industries
• Familiarity with SaaS models, sales processes, and selling fundamentals
• Strong data analytics, reporting, and project management skills
• Excellent communication, presentation, and problem-solving abilities
• Demonstrated ability to lead teams through change and adopt new strategies
• Willingness to travel up to 20% (may vary based on business needs); valid driver's license required
• Flexibility to work evenings/weekends as needed

Salary Range: $110,000 - $135,000 eligible for a 12% annual bonus

Please note that this range does not include any other compensation or benefits that an individual may be eligible for. The salary offered depends on a variety of factors, which may include, but not limited to; the qualifications of the individual applicant for the position, location, level of education attained, and/or professional certifications, years of relevant experience, special skills, etc.

Laerdal Medical Corporation is committed to provide equal employment opportunities to all applicants and employees without regard to race, color, citizenship status, religion, sex, sexual orientation, gender identity, martial status, age, genetic information, status as an individual with a disability, status as a protected veteran or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.