What are the responsibilities and job description for the Customer Success Manager position at BCI - Billions Centuries Inc?
Company Description BCI (Billions Centuries Inc.) is a U.S.-based medical technology company specializing in orthopedic bracing, digital health, and patient-centered care to improve mobility, recovery, and quality of life. The company offers advanced orthopedic support products for osteoarthritis, sports injuries, post-operative recovery, and chronic joint conditions, with a strong focus on accessibility and affordability in the U.S. market. BCI combines clinical expertise with a direct-to-consumer model and telehealth integration to deliver modern, user-friendly orthopedic solutions. Its portfolio includes medical-grade, FDA-compliant products, digital healthcare services, and educational resources that support consumers, clinicians, and rehabilitation professionals. BCI is building a scalable, technology-enabled platform that supports proactive, personalized care for users and partners across the orthopedic and sports medicine ecosystem.
Role Description This is a full-time, on-site Customer Success Manager role based in Brea, CA. The Customer Success Manager will serve as the primary point of contact for customers, guiding them through onboarding, product training, and ongoing support for BCI’s orthopedic and digital health solutions. This role will proactively monitor customer accounts, identify opportunities to improve product adoption, and coordinate with internal teams to resolve issues quickly and effectively. Day-to-day responsibilities include managing customer relationships, tracking satisfaction and retention metrics, gathering feedback to inform product and service improvements, and supporting healthcare partners such as clinics, therapists, and sports medicine professionals. The Customer Success Manager will also collaborate with sales, operations, and clinical support teams to ensure a consistent, patient-centered experience across all touchpoints.
Qualifications
- Strong customer service and customer satisfaction skills, with a focus on delivering a positive, solution-oriented experience.
- Proven ability in relationship building and customer retention, including managing ongoing accounts and nurturing long-term partnerships.
- Analytical skills to interpret customer data, identify trends, and recommend improvements to processes, products, and services.
- Excellent communication and interpersonal skills, with the ability to explain technical or clinical concepts in clear, accessible language.
- Experience in healthcare, medical devices, orthopedics, physical therapy, or a related field is preferred.
- Ability to work on-site in BCI Brea office, collaborating closely with cross-functional teams in a fast-growing environment.
- Bachelor’s degree in Business, Healthcare Administration, Communications, or a related discipline, or equivalent professional experience.
- Organizational and time-management skills to handle multiple customer accounts, priorities, and projects simultaneously.