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Every Surgery Counts - #1 in Surgical Care Coordination
Customer Success Manager
Location
United States
Posted
51 days ago
Salary
$85K - $105K / year
Seniority
Senior
Job Description
Customer Success Manager
Surgimate
• Own customer outcomes by ensuring clients clearly understand, adopt, and realize measurable value from Surgimate • Define success criteria with customers and regularly track progress against agreed goals (ROI, efficiency gains, workflow improvements) • Proactively identify gaps in adoption and create action plans to improve product utilization • Build and maintain strong, trusted relationships with key stakeholders across client organizations • Serve as the primary point of contact and strategic advisor for all assigned accounts • Develop a deep understanding of each client’s workflows, business goals, and challenges • Drive ongoing product adoption through regular check-ins, training sessions, webinars, and business reviews • Educate customers on new features and ensure alignment with their needs and use cases • Reinforce best practices to ensure consistent and effective platform usage • Monitor account health and engagement to identify risks and opportunities early • Take ownership of retention by addressing issues before they escalate • Maintain clear account plans and engagement strategies for key customers • Identify opportunities for expanded use cases, additional locations, or deeper product adoption • Partner with Sales on upsell and expansion opportunities • Help customers uncover additional value through new workflows and features • Act as the voice of the customer internally, providing structured and actionable feedback to Product • Identify trends across accounts to influence product improvements and roadmap priorities • Partner closely with Implementation to ensure smooth handoffs and continuity post-go-live • Work with Support, Product, and Sales to deliver a cohesive customer experience • Maintain accurate account data, notes, and activity tracking • Meet KPIs related to engagement, retention, and growth • Contribute to building scalable customer success processes and playbooks • Travel on-site to meet with clients (~30%) • Support evolving initiatives as the company grows
Job Requirements
- 3-5 years of Customer Success, Account Management, or a client-facing consulting role, preferably within a B2B SaaS environment
- Experience working with healthcare customers or within healthcare operations strongly preferred
- Proven ability to manage relationships across a range of account sizes, including engaging with executive stakeholders
- Exceptional written and verbal communication skills, with the ability to clearly and effectively communicate complex concepts
- Strong problem-solving abilities with a proactive, solutions-oriented mindset
- High level of comfort with technology and ability to quickly learn new systems and workflows
- Experience with CRM tools (Salesforce preferred)
Benefits
- Competitive salary plus commissions/bonus, 401(k) with company match up to 4%
- Medical, dental & vision plans for the employee through Cigna. Plus, employee covered plans available for dependents.
- Long Term Disability and Life Insurance
- Monthly Home Internet & Wellness allowances
- 10 Holidays + 2 Holiday Eves
- 18 days PTO, 18 days Sick Leave
- Additional days off for SurgiGive (volunteering 1), Birthday Celebration (1) & Recharge (3)
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