Customer Success Associate

Salary: $55,000-$70,000

Job title: Customer Success Associate

Location: USA or Canada (hybrid, monthly travel required)

Employment type: Full-time

Reporting to: Head of Partnerships

About Us

Enhanced Medical Nutrition ("EMN") is a transformational, food-as-medicine start-up that commercializes evidence-based medical nutrition products to improve patient outcomes and experience in surgery. Surgical patients are often unprepared for the stress of surgery, which can significantly increase the risk of delayed recovery, complications, and even mortality. EMN developed ENROUTE, a surgeon-recommended nutrition program to help patients prepare better and recover faster. EMN is a venture-backed, food-as-medicine company led by experienced entrepreneurs, medical professionals, and brand builders.

EMN is committed to promoting and supporting diversity, equity, and inclusion (DEI) within the workplace. We believe workplace diversity, equity, and inclusivity result in a more robust team culture, improves organizational effectiveness, and enables the company to better serve customers and the community.

The Role

As a key member of our Channel Success Team, the Customer Success Associate plays an important role in supporting EMNs surgeon partners and their staff post-sale. Reporting to the Head of Partnerships, you will help ensure accounts remain engaged, educated, and equipped to succeed using EMNs nutrition programs. Your focus will be on maintaining strong relationships, executing EMNs Channel Success Plan, and driving measurable improvements in surgeon and patient adoption of products. Youll collaborate with the Sales, Marketing, and Product teams to deliver value, identify growth opportunities, and continuously enhance the customer experience.

About You

You are a proactive, relationship-driven communicator who takes pride in helping customers succeed. You thrive in a fast-paced, mission-driven startup environment where adaptability and teamwork are key. Youre highly organized, analytical, and eager to learn the ins and outs of medical device, health, or nutrition industries. Youre motivated by helping surgeons and their teams see tangible value and by playing a hands-on role in improving patient outcomes.

Key Responsibilities & Duties

Account Management & Retention

• Build and maintain strong relationships with surgeons and key staff members across assigned accounts.
• Execute EMNs Channel Success Plan including regular performance updates, milestone recognition, and quarterly business reviews.
• Monitor account performance in CRM and identify at-risk or underperforming accounts for proactive engagement.
• Deliver consistent follow-ups to ensure accountsremain active, informed, and supported.
  
• Analyze data and provide insights to help partners increase patient participation rates and programutilization.

Onboarding & Handoff Support

• Support smooth transitions from Sales to Account Management following new site activations.
• Attend on-site onboarding meetings as needed to understand practice workflows and education processes.
• Ensure educational materials and digital tools are implemented correctly within each practice.
  
• Maintain accurate account notes, staff associations, and surgeon contact records within CRM.

Growth & Expansion

• Identify opportunities for practice-level expansion (new surgeons, departments, or programs).
• Partner with Sales to execute co-marketing and referral initiatives between practices.
• Participate in market tests and pilot programs to evaluate new engagement strategies.
  
• Contribute creative ideas to improve efficiency, communication, and partner success.

Organization & Reporting

• Keep CRM data organized and updated daily with accurate activity tracking and notes.
• Prepare and deliver monthly and quarterly reports for internal review and customer meetings.
• Support the continuous improvement of EMNs customer success systems andautomations.

Your Qualifications

• Education: Undergraduate degree in business, marketing, nutrition, kinesiology, or science.
• Experience: 13 years of experience in account management, customer success, or related role in healthcare, wellness, medical device, or SaaS industries.
• Previous experience working in orthopedics or healthcare CRM systems is an asset but not required.
  
• Excellent organizational skills withstrong communication and data literacy.
  
• Passion for health, wellness, and improving patient outcomes.
  

Why Work at EMN?

At EMN, we believe employee success translates into company success. We offer a competitive compensation package (base + bonus), a creative and collaborative culture, and accelerated career development opportunities. If youre looking to grow your career while making a real impact in healthcare, wed love to hear from you.
Competitive salary and bonus structure.
Competitive healthcare insurance, including medical, dental, paramedical, and vision.
Expedited career development and mentorship opportunities.
Hybrid work environment.
Continuous learning opportunities.

How to apply?

For more information, please visit our company website at .

EMN is an Equal Opportunity Employer

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, EMN will provide accommodations to applicants with disabilities throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources staff of the nature of any accommodation(s) that you may require.

Thank you for your interest in joining the EMN team! While we are lucky to attract a high level of interest in each of our roles, only qualified applicants will be contacted and selected for an interview.