Customer Success Associate

At Murj, we do what we love and love what we do!

Murj was founded in 2014 to solve a problem witnessed first-hand. Founder and CEO, Todd, worked with cardiology practices as an implantable cardiac device sales representative for Medtronic. He watched clinicians struggle to manage these sophisticated devices using outdated and inadequate tools. Having previously worked in product management at Apple, Todd knew that brilliant design can profoundly impact the user experience -- so why not design a better way to care for patients with implantable devices?

In Murj, Todd created an enterprise SaaS cardiac device management software solutions company that reimagines and transforms patient care through thoughtful design and a passion for quality and a commitment to customer satisfaction. Today, Murj continues this transformative innovation with intuitive, elegant, and imaginative technology solutions that improve the lives of cardiac care professionals and their patients.

What Murj offers.

Murj is for people seeking a fast-paced, ever-changing environment surrounded by a supportive team that works hard and strives for innovation and professionalism, with a steady diet of humility and camaraderie.

Every employee is treated like family, with love, respect, and responsibility. The individual and collective success of every employee is at the forefront of what we do and believe.

And in joining Murj, you are joining a community that believes in evolution and promotion from within; there is a high degree of opportunity for progression, creativity, and ownership.

From your first day at Murj, you are eligible for full medical, dental, and vision insurance along with an open vacation policy, more than 10 annual company holidays, and competitive compensation and equity participation, and a 401(k) after 3 months of service.

How We Work at Murj

Murj is the right place for people who excel in fast-paced, dynamic environments. Murj embodies a high-performance culture  where every team member is expected to exceed expectations and take ownership beyond their role to drive our collective success. 

Employees should be comfortable working independently and taking initiative to identify and address needs. This proactive approach is essential to thriving at Murj.

We believe in working hard together, with a shared sense of purpose and drive. We’re not afraid to ask tough questions, and we support each other in reaching for bold new ideas. 

Let us leave you with this.

If this role sounds intriguing - we encourage you to apply. And we encourage applicants to embrace new challenges, as the right fit at Murj is often more about the person and the challenges they seek, not just what they have accomplished in the past.

About The Role.

The Customer Success Associate is a subject matter expert (SME) in Murj operations and a strategic contributor to improving customer experiences at scale. They lead key operational initiatives and influence product support design.

You’ll be expected to operate independently and take initiative, often identifying and addressing work that hasn’t yet been assigned. Murj is a fast-moving, collaborative environment that values clear judgment, accountability, and a coaching mindset.

What You’ll Do.

Customer Support:

• Respond to inbound customer support requests via email, platform messaging, or phone.
• Handle support requests and customer workflow questions.
• Collaborate directly with product, engineering, CSM, and leadership teams to resolve issues.
• Support testing for bug fixes or feature validation tied to incoming inquiries.
• Analyze ticket trends to recommend improvements to workflows or product.
• Function as liaison to engineering for recurring technical problems.
• Assist with onboarding clinics, user training, and associated tasks during the launch and post-launch phases.

Customer Escalation:

• Handle escalations with clinical or technical impact
• Coordinate with product and engineering teams when technical issues arise.
• Ensure timely and effective resolution of customer escalations.
• Resolve escalated and complex requests and escalate appropriate issues to leadership.

Team and Customer Outcomes:

• Meet performance targets for response time, customer satisfaction, and ticket handling efficiency.
• Ensure Data Reporting is accurate by maintaining its source (i.e. salesforce, tracking spreadsheets, etc..)

What Makes You a Great Fit.

• Strong business acumen and product intuition.
• Strong understanding of Murj workflows and product features.
• Excels in customer communication under pressure.
• Skilled in ticket triage, knowledge base development, and customer guidance.
• Excellent written and verbal communication skills.
• Proficiency with platforms such as Intercom, Jira, and Excel.
• Detail-oriented and organized; quick to learn new systems.
• Strong follow-through and customer empathy.
• Experience with support tools like Intercom, Salesforce, G-Drive

What You Bring.

• 1+ years of advanced product support or implementation experience.
• Expert in triage frameworks, analytics tools, and cross-functional coaching.
• Solid foundation of Murj products, workflows, and SOPs
• Experience with cardiac devices in clinic, CIED industry, or other pertinent areas.
• Responsible in an autonomous role.
• Bachelor’s degree or equivalent experience
• Ability and willingness to manage multiple tasks and projects simultaneously

Nice To Haves.

• Experience working directly with enterprise healthcare clients.
• Healthcare IT knowledge
• EHR/EMR Experience
• IBHRE certified

What Success Looks Like (First 90 Days).

• Complete onboarding training
• Begin taking Intercom Shifts and providing customer support
• Work closely with the Team Manager and your mentor to learn the Murj platforms and workflows
• Pass knowledge checks
• Beginning Demoing user training sessions to your manager and mentor

Travel expectations: 31-50%: Moderate travel; regular meetings, site visits, or events across multiple locations