Customer Success and Enablement Lead Full Time NEW

Bertec is looking for a Customer Success and Enablement Lead who will own customer onboarding, adoption, and early success outcomes across Bertec’s product portfolio. The Customer Success and Enablement Lead owns the processes that ensure customers and partners can confidently implement, integrate, and apply Bertec solutions across hospitals, health systems, and sports medicine environments. This role owns onboarding end to end, working with Bertec’s clinical experts and specialists to guide customers through implementation and delivering targeted enablement that drives readiness and accelerates time to value.

By executing enablement activities consistently and effectively, the Customer Success and Enablement Lead  owns early customer outcomes while positioning the organization for long-term growth. Over time, this role expands from onboarding into broader customer ownership, including proactive success management, sustained adoption, and long-term customer outcomes.

Company Summary

Bertec is a global leader in biomechanical measurement and movement analysis, providing high-fidelity systems used by researchers, clinicians, and performance teams to quantify and improve human movement. Since 1987, Bertec has developed integrated hardware and software solutions that are deployed across hospitals, research institutions, and professional sports organizations worldwide.

Organizations including Nike, the U.S. Olympic teams, the LA Dodgers, Golden State Warriors, Toyota Robotics, the NIH, Cleveland Clinic, Mayo Clinic, Harvard, and Stanford rely on Bertec systems to assess balance, gait, and performance with objective, reproducible data.

Bertec is focused on making movement measurable, actionable, and scalable across environments. We work directly with customers to implement our systems in real-world workflows, enabling better decisions in rehabilitation, research, and performance.

Department: Customer Experience

Reports To: Chief Experience Officer

Compensation: $85,000 – $105,000 per year

Responsibilities

Customer Onboarding and Adoption Ownership

• Own customer onboarding experience end to end
• Drive time to first value
• Identify and resolve adoption blockers
• Prioritize high impact accounts
• Act as primary success contact early in customer lifecycle
• Cultivate and maintain relationships with key stakeholders

Enablement Strategy

• Define what customers need to be successful
• Build scalable onboarding training workflows
• Reduce reliance on custom, one-off training
• Partner with Movement Sciences team for clinical accuracy
• Ensure partners are properly enabled

Partner and Distributor Enablement

• Train and support distributors in collaboration with international sales and other CX staff
• Ensure consistent messaging and product usage
• Identify enablement gaps affecting revenue

Customer Feedback and Insight

• Surface workflow friction and product gaps
• Provide structured insights to Product and CX teams
• Identify patterns across accounts

Build the Function

• Create repeatable onboarding playbooks
• Define success metrics and tracking
• Establish scalable systems for enablement
• Operate effectively without existing playbooks

Qualifications

Must Have

• 4-7 years of experience in customer success, enablement, or onboarding roles
• Experience owning customer outcomes
• Strong communication and prioritization skills
• Comfort operating independently in ambiguous environments
• Ability to translate technical products into practical workflows

Strong Plus

• Medtech, rehab, or physical performance domain experience
• Experience working with distributors and partners
• Experience building processes from scratch

Pay & Benefits

• Competitive salary based on skills and experience
• Health, dental, and vision insurance
• 401(k) plan with up to 4% company match
• Paid time off and 13 paid holidays
• Training and professional development opportunities

Work Environment

Bertec allows hybrid remote/in-office work schedules depending on the needs of a specific role. New employees will typically work in office as they are trained and brought up to speed on their job as well as Bertec products and policies. After that point, the ability to work from home varies based on job functions and responsibilities. In-office work will mainly be performed at Bertec’s offices in Columbus, OH, and this role will require some travel to customer sites.