• Own the post-sale client relationship from kickoff to expansion • Ensure onboarding is seamless, communication is proactive, and every meeting delivers clarity, insight, and measurable results • Manage a portfolio of mid-market clients and coordinate with cross-functional teams (SEO, PPC, WEB, PMs, OPS) to ensure delivery excellence, client satisfaction, and account growth • Lead all client meetings (Status, MBR, QBR, Ad-hoc) with confidence and preparation • Deliver clarity and strategy in every interaction — reinforcing our growth plan and accountability • Translate marketing and data concepts (SEO, PPC, attribution, funnel performance) into clear, client-friendly narratives • Review performance dashboards daily — flag underperformance, anomalies, and opportunities • Ensure all client materials, reports, and documentation are accurate and aligned • Oversee project deliverables and monitor client campaign goals vs. actuals within Dashboards & Project Management Plan • Coordinate closely with PMs and specialists to ensure tasks are on track and deliverables are met

About Incision At Incision (www.incision.care), our mission is to revolutionize surgical training and ensure that every patient receives the best possible care. We collaborate with surgical professionals and teams worldwide, sharing expertise through our award-winning e-learning platform, featuring 2D & 3D modules, augmented reality, and virtual reality applications. Our Core Values 💙 Impact & Excellence: we strive for innovation and excellence in surgical education 📚 Learn, Grow, and Share: knowledge should be shared, and we help each other thrive 🤝 Teamwork Unleashed: we support, challenge, and celebrate each other’s success Scaling Up! As we expand our commercial activities in the U.S., we’re looking for an energetic and creative Customer Success Manager to lead post-sales success and engagement efforts in the Southwest Region (primarily focused in Southern CA). This role is for someone eager to dive into a complex healthcare environment, build strong client partnerships, and ensure our customers realize maximum value from Incision’s solutions. Join Incision’s growing U.S. team—small but mighty with ~15 colleagues across Sales, Customer Success, Implementation, and Clinical Operations—working closely together to scale impact in the healthcare market. Your Role - Act as the primary partner for Incision’s customers post-signature, ensuring seamless onboarding, strong adoption, and measurable value from our solutions - Build and nurture long-term relationships with clinical, operational, and executive stakeholders to drive customer engagement and satisfaction - Proactively monitor account health, usage, and feedback—identifying risks and opportunities to deliver timely interventions and maximize impact - Collaborate with Product, Implementation, Sales, and Marketing teams to ensure alignment, share customer insights, and continually improve the customer journey - Facilitate business reviews and strategy sessions to highlight ROI, align on goals, and explore opportunities for growth - Represent Incision at customer meetings and industry events—amplifying customer perspectives and fostering stronger partnerships - Remote-based in the Southwest Region (primarily focused in Southern CA), with 25-50% travel to customer sites and industry events, dependent on client and business needs Requirements - 5+ years of experience in Customer Success, Account Management, or related roles in healthcare SaaS / medtech - Proven ability to manage enterprise healthcare accounts, build executive-level relationships, and deliver measurable outcomes - Strong track record of driving customer adoption, retention, and upsell/expansion in a start-up or scale-up environment - Excellent communication and interpersonal skills, with a proactive and creative approach to problem-solving - Comfortable working cross-functionally with international teams in a dynamic, fast-moving environment - Highly organized, detail-oriented, and results-driven, with familiarity using CRM and customer success platforms Bonus Points For - Experience and comfort working directly with hospitals, health systems, and perioperative/clinical teams and in clinical spaces - Knowledge of hospital workflows, procurement processes, and clinical operations in the U.S. healthcare system - Familiarity with scaling SaaS adoption across large, complex organizations - Strong professional network within the U.S. hospital ecosystem What We Offer 🚀 Make a Real Impact: help revolutionize surgical education worldwide! 🌍 International Team: join a diverse crew with 10+ nationalities. 📚 Learning & Development: access training, courses, and growth opportunities. 📈 Career Growth: expand your skills in a fast-paced, innovative environment. 💻 Top-Notch Equipment: choose between Apple or Microsoft laptop, plus office monitor & tools. 💡 Inspiring Team: collaborate with medical professionals and cutting-edge innovators! 🎉 Team & Social Events: regular gatherings to connect, learn, and have fun. 🧠 Mental Health Support: access well-being resources through OpenUp. 👔 Casual Scale-Up Environment: work in a dynamic, fun, and inspiring atmosphere! 🌈 Diverse & Inclusive Workplace: be part of an open-minded, supportive culture where everyone is valued

Job Description: The Customer Success Manager II (CSM II) is an enthusiastic, organized and customer-focused individual on the Customer Support Team. The CSM’s overall responsibility is to build, maintain and grow our customer relationships by being their website performance specialist. The CSM II will use their OEM, product, and industry knowledge to address proactive and reactive customer requests and issues. The CSM II is expected to be a hard-working team member with goals to improve overall customer retention, and support experience we provide our customers. This is a remote, mid-level position. Essential Functions: - Manage customer accounts across multiple OEMs - Provide monthly product review (MPR) reporting and optimization recommendations to improve all aspects of the customers’ websites, utilizing the Specific OEM (i.e., FORD/Lincoln) MPR Deck to ensure all Service level agreements (SLA) are met - Work with customers to analyze and review their digital performance in detail - Complete website edits, and troubleshoot various issues or concerns to ensure that response and resolution service levels are met - Ensure strategy and customer’s KPIs (key performance indicators) are communicated, understood, and implemented by cross-functional teams - Understand the customers’ business goals to anticipate future needs - Prioritize, triage, and communicate resolution on escalated customer issues and requests - Manage multiple accounts simultaneously, tracking the status of each project, and updating all stakeholders - Assist business leads in driving customer retention and identifying business growth opportunities - Work alongside support roles to assist with case management and ensure that response and resolution service agreement levels are met - Complete various tasks assigned by leadership such as OEM project asks - Assist in updating and creating knowledge base articles for the team on a consistent basis Required Skills/Experience: - Bachelor’s degree or equivalent experience - Google Analytics Certified - 2+ years of account management and/or dealership experience - Dependable, follows instructions and takes initiative to solve problems - Strong ability to work with cross-functional teams in a complex, always changing environment - Ability to react quickly and multi-task to meet changing department priorities - Ability to de-escalate customer concerns and provide the best resolution for both the customer and DealerOn - Proficient knowledge of MS Office Suite (Word, Excel, Outlook) and Salesforce Service Cloud - Ability to think critically and contribute to improving team processes - Capable of working effectively as part of a team, but also taking independent initiative - Ability to work various shifts including evenings and weekends Preferred Skills/Experience: - Demonstrated experience driving increased customer satisfaction and loyalty, measured through customer retention and client satisfaction scores. - Experience coordinating online marketing strategy with other key business partners internally and externally - Knowledge of SEO, SEM, JIRA, CRM (Customer Relationship Management), and Salesforce - 2+ years of automotive experience #LI-Remote The targeted salary for this position is $62,500. The posted salary for this position may be adjusted based on job-related factors permitted by law, such as experience and training; internal pay equity; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions. This position is open to US residents only. Perks and Benefits: Aside from the awesome people you will get to interact with on a daily basis, we offer a number of benefits, including: - Medical, dental and vision insurance - Company matched 401K plan - Flexible PTO + Sick Leave - 6 weeks paid Parental Leave - 8 Paid National Holidays - Company-paid basic Life Insurance - Voluntary supplemental Life Insurance - Voluntary long-term/short-term disability insurance - Voluntary Pet Insurance - Optional Healthcare/Dependent Care FSA Account DealerOn is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We also participate in E-Verify (for more information, click here: E-Verify Participation and Right to Work). A successful candidate must pass a background check as a condition of joining the team. #LI-Remote

• Develop trusted, strategic relationships with a portfolio of clients that promote long-term retention and loyalty. • Manage the client lifecycle from post onboarding through adoption, expansion, advocacy, and renewal. • Leverage your L&D background to help clients design, implement, and optimize learning programs using Absorb LMS. • Consult on and measure program effectiveness, tying learning outcomes and usage back to business goals and product ROI. • Deliver training, best practices, and enablement sessions that help clients get the most from Absorb LMS. • Proactively monitor client health, identifying risks, driving escalations, and developing action plans. • Identify and route upsell and expansion opportunities to the Account Management team. • Collaborate cross functionally with Product, Support, Professional Services, and other internal teams. • Maintain accurate client documentation within internal systems/tools.