To Help Save More Lives
RQI Partners is a mission-driven joint partnership between the American Heart Association and Laerdal Medical, transforming how resuscitation training is delivered so more people receive lifesaving care.
We work across the healthcare landscape to ensure clinicians and lay responders are confident and competent — every patient, every time.
Founded in 2018, we’re growing fast and looking for people passionate about making an impact. Learn more about the role below!
Please note that we are currently only accepting applications in Dallas, TX and Fort Worth, TX.
Position Overview:
The Customer Success Senior Impact Manager (SIM) acts as a trusted advisor who helps customers currently using one or more of the RQIP Digital programs. The Senior Impact Manager is responsible for building key relationships within the hospital system to ensure effective use and retention of subscriptions and to diagnosing business challenges and design impactful solutions using the RQI Partners digital resuscitation portfolio. The role leads customers through a consultative sales process that builds value clarity, supports confident decision-making, improves retention & growth, and establishes long-term partnerships. This role also prioritizes individual performance in assigned accounts with coaching and mentoring responsibilities for Field Team members.
Discovery & Diagnostic Skills: Ability to uncover root causes, design solutions and quantify business impact. Proactively uncover and resolve root-cause issues that impact customer outcomes, collaborating cross-functionally to drive long-term solutions.
Business Acumen: Understanding of financial metrics, industry trends, and customer business models. Monitor customer health, engagement, and product usage to identify risks and opportunities.
Facilitation Skills: Skilled in guiding group dynamics, presenting to large audiences and building cross-functional consensus.
Value Communication: Ability to clearly articulate ROI, risk mitigation, and business outcomes.
Challenger Mindset: Confidence to reframe problems and guide customers toward better decisions.
Customer Centricity: Builds deep, meaningful relationships across all levels of an organization.
Collaboration: Works effectively with marketing, operations, finance, and new sales to deliver a seamless customer experience. Advocate for customer needs internally, influencing product enhancements and service improvements.
Coaching and Mentoring: Skilled at developing diagnostic questioning, solution and resolution evaluation, and consultative behaviors in others.
Position Holder is Accountable For:
Customer Discovery & Diagnosis
Conduct structured discovery to understand customer needs, align on workflows, financial drivers, and organizational priorities to ensure retention of portfolio.
Build shared clarity around problem impact and desired outcomes.
Build cross-functional relationships within multiple layers of the health system.
Value Development & Solution Design
Connect customer success measurements to portfolio capabilities and develop action plans to meet customer success goals. Lead regular business reviews with customers to highlight progress, value delivered, and strategic next steps.
Develop business cases that articulate measurable ROI and strategic alignment to ensure renewal and expansion of portfolio.
Decision Process Facilitation
Guide customers through business, technical, and executive decision stages.
Anticipate risks and objections while building consensus across stakeholders.
Maintain sales-cycle discipline through clear next steps and mutual action plans.
Trust & Relationship Building
Establish credibility through strong industry knowledge and consultative expertise.
Maintain multiple relationships with influencers, decision makers and front-line users to ensure program effectiveness.
Maintain transparent value discussions grounded in realistic outcomes.
Value Capture & Account Growth
Ensure customers achieve expected results pre- and post-sale in partnership with internal Marketing, Operations, and New Sales teams.
Support adoption, track value realization, and identify expansion opportunities. Maintain accurate records of customer interactions, insights, and action plans.
Coaching and Mentoring
Provide Subject Matter Expertise: Act as a trusted advisor by sharing deep technical or functional knowledge to guide peers and junior team members. Help CSIMs refine their customer engagement strategies, communication skills, and consultative approaches.
Support Professional Development: Offer informal coaching to help colleagues build skills, navigate challenges, and achieve career goals. Support CSIMs in navigating complex customer scenarios, including escalations, renewal risks, and strategic account planning.
Foster Knowledge Transfer: Mentor others through structured or ad-hoc sessions to promote best practices and continuous learning.
Model Leadership Behaviors: Demonstrate collaboration, accountability, and adaptability to inspire others and reinforce organizational values. Foster a culture of accountability, curiosity, and continuous learning within the Customer Success team.
The SIM in discussions with the Regional Director, should spend approximately 20% of their time, virtually and face to face, mentoring and coaching IM’s and 80% of their time managing their allocated key accounts.
Required Skills & Competencies:
Bachelor’s degree in business, life sciences, or related field. A combination of education and experience will be considered for those who are otherwise qualified.
Minimum of 7 years involves one or combination of the following positions, including leading a team: field-based sales, account management, customer success and retention specialist and/or relationship management with consistent achievement of business goals.
Previous experience leading a team or function
Travel as needed to effectively manage customer accounts and meet with customers, with the possibility for overnight travel when necessary. Expectation is 3-4 high quality in person meetings per week with travel percentage varying based on territory or region.
Ability to maneuver, set up, and transport required equipment—including lifting items up to 70 lbs—with or without reasonable accommodation.
Valid Driver’s License.
The estimated annual base salary for this position is $115,000-$120,000. 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 the qualifications of the individual applicant for the position, level of education attained, and/or professional certifications, years of relevant experience, special skills, etc.
RQIP Benefits Include:
Generous PTO & Holidays
Remote Work Environment (some positions require travel)
Comprehensive Medical, Dental and Vision
HSA & FSA Account Options, with employer HSA contribution
401k with Employer Match & Profit Sharing
Employee Assistance Program
Tuition Reimbursement
Professional Development Opportunities
Student Loan Repayment Assistance
Eligibility for Annual Bonus
Wellness Reimbursement Program
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