Impact Manager

Impact Manager

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 Impact Manager plays a key role in driving customer success by building trusted relationships and guiding clients in the effective use of Laerdal's digital solutions. This role focuses on onboarding, training, and strategic account development to ensure customer satisfaction, retention, and growth. Acting as the customer's advocate, the Impact Manager collaborates cross-functionally to resolve issues, support change initiatives, and identify opportunities for expansion.

Responsibilities :

Customer Success & Retention

Optimize customer use of Laerdal's digital platforms to drive renewals and expansion

Develop tailored success plans aligned with customer goals

Monitor progress and outcomes to ensure satisfaction and loyalty

Training & Onboarding

Deliver initial and ongoing training (onsite or remote) based on customer needs

Guide new users through onboarding for a smooth product adoption

Support understanding of product features and enhancements

Relationship Management

Build and maintain strong relationships with assigned accounts

Serve as the primary point of contact for inquiries and support

Conduct regular check-ins to gather feedback and identify improvement opportunities

Change Management

Lead structured change initiatives to support customer transitions

Help individuals and teams adopt new solutions to achieve desired outcomes

Account Growth & Advocacy

Identify upsell and cross-sell opportunities in collaboration with sales

Develop reference accounts to advocate for Laerdal's digital solutions

Issue Resolution & Support

Address customer concerns by working cross-functionally with internal teams

Proactively identify and resolve challenges to prevent churn

Insights & Reporting

Track key metrics such as usage, health scores, and renewal rates

Provide regular reports to customers and internal stakeholders

Customer Advocacy

Represent the customer voice within the organization

Share feedback to inform product and service improvements

Requirements :

Bachelor's degree in Business, Education, Technology, or a related field

3+ years of experience in Customer Success or Account Management, preferably in medical, education, or tech industries

Strong communication and presentation skills in English

Knowledge of simulation pedagogy, curriculum design, and educational methodologies

Experience with simulation tools and learning management systems (LMS) preferred

Willingness to travel up to 20%; flexible to work evenings / weekends as needed

Valid driver's license required

Salary Range : $100,000 - $110,000, eligible for 9% 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.

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