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Every Surgery Counts - #1 in Surgical Care Coordination
Senior Customer Success Manager
Location
United States
Posted
40 days ago
Salary
$100K - $120K / year
Seniority
Senior
Job Description
Senior Customer Success Manager
Surgimate
• Own customer outcomes for a portfolio of accounts, including our most complex and high-value clients, ensuring they 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 — including senior leaders — 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 • Maintain clear account plans and engagement strategies, with a longer-term view on retention and growth • Drive portfolio-level strategy, prioritizing efforts across accounts based on risk, value, and growth potential • Lead Executive Business Reviews (EBRs) focused on demonstrating ROI and aligning long-term success • 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 • Apply a consultative approach to help clients connect platform capabilities to their broader operational goals • Monitor account health and engagement to identify risks and opportunities early • Take ownership of retention by addressing issues before they escalate • Navigate complex customer scenarios, including multi-stakeholder environments and at-risk accounts • 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 a senior 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 • Lead cross-functional efforts to resolve complex challenges and improve the overall customer experience • Act as the internal quarterback for high-impact accounts, ensuring alignment across teams • Help develop and refine CS processes, playbooks, and best practices as the team scales • Mentor and support other CSMs, sharing best practices and elevating team performance • Maintain accurate account data, notes, and activity tracking in CRM • Meet KPIs related to engagement, retention, and growth • Identify and drive improvements to Customer Success processes, tools and playbooks to support scale • Travel on-site to meet with clients • Support evolving initiatives as the company grows • Other duties as assigned by management
Job Requirements
- 5-7 years of Customer Success, Account Management, or client-facing consulting experience, preferably within a B2B SaaS environment
- Proven experience managing complex accounts with multiple stakeholders, including engagement at the executive level
- Experience working with healthcare customers or within healthcare operations strongly preferred
- Demonstrated ability to drive measurable customer outcomes: retention, adoption, and expansion
- 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 and consultative mindset
- Comfortable contributing to team-level initiatives, sharing best practices, and helping elevate those around you
- 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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