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Job Overview
Location
Remote
Job Type
Full-time
Category
Customer Success
Date Posted
October 21, 2025
Full Job Description
đź“‹ Description
- • Own the end-to-end customer journey for people living with essential tremor and Parkinson’s disease, guiding them from first prescription through successful daily use of the Cala kIQ therapy.
- • Serve as the single point of accountability for 200-300 active patients at any given time, orchestrating onboarding calls, device-fitting sessions, troubleshooting, and proactive check-ins that keep adherence above 85 %.
- • Translate complex neurological concepts and FDA-regulated instructions into friendly, jargon-free guidance that empowers patients, caregivers, and clinicians alike.
- • Monitor real-time usage data and patient-reported outcomes in Salesforce Health Cloud; surface early warning signs of drop-off and intervene with personalized coaching plans that demonstrably extend therapy duration.
- • Collaborate daily with Cala’s clinical, regulatory, and product teams to translate frontline feedback into product improvements—your voice will directly shape the next firmware update or packaging tweak.
- • Build airtight documentation for every interaction, ensuring HIPAA compliance and creating a knowledge base that reduces future support volume by 20 % year-over-year.
- • Host virtual group education sessions and webinars that turn curious prospects into confident users, while collecting testimonials that fuel marketing campaigns.
- • Partner with specialty pharmacies and neurology clinics to streamline prior-authorization workflows, cutting average time-to-ship from 10 days to 5.
- • Champion a “white-glove” ethos: when a patient’s device malfunctions at 7 p.m. on a Sunday, you’re the calm voice that arranges overnight replacement and follows up until they’re back on therapy.
- • Analyze NPS and CSAT trends each quarter, presenting actionable insights to leadership that influence roadmap priorities and resource allocation.
- • Contribute to the creation of self-service content—videos, FAQs, and interactive guides—that scales our high-touch model without sacrificing empathy.
- • Travel up to 10 % for regional patient meet-ups, clinical trainings, and industry conferences, representing Cala as the human face of our life-changing technology.
- • Maintain expert-level fluency in the competitive landscape of neuromodulation and digital therapeutics so you can articulate why Cala kIQ is the safest, most effective option.
- • Celebrate wins loudly: every patient who regains the ability to write a birthday card or drink a cup of coffee without spilling is a story you’ll amplify across the company Slack.
🎯 Requirements
- • 2+ years in a customer success, clinical support, or patient-care role within healthcare, medical device, or digital health.
- • Demonstrated ability to manage a high-volume caseload while sustaining >90 % customer satisfaction.
- • Comfort interpreting clinical data and FDA labeling; bachelor’s degree in health sciences, psychology, or related field preferred.
- • Proficiency with CRM platforms (Salesforce Health Cloud or similar) and telehealth tools.
- • Exceptional written and verbal communication skills; able to explain technical concepts to non-technical audiences.
🏖️ Benefits
- • Fully remote-first culture with quarterly in-person retreats in inspiring locations.
- • 100 % employer-paid medical, dental, and vision insurance for you and 75 % for dependents.
- • 20 days PTO plus a company-wide winter shutdown and your birthday off.
- • Annual $1,500 professional-development stipend and free access to LinkedIn Learning.
- • Equity in a fast-growing digital therapeutics company that is literally changing lives.
Skills & Technologies
Remote
About Cala Health, Inc.
Cala Health is a medical technology company that develops non-invasive neuromodulation therapies for chronic diseases. Its FDA-cleared wearable device delivers individualized electrical stimulation to reduce essential tremor symptoms. Founded in 2014 and headquartered in Burlingame, California, the company combines neuroscience research and engineering to create prescription devices that enable patients to manage tremor episodes without pharmaceuticals or surgery.
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