surgimate - Customer Success Manager
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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) • Integrity: Builds trust through honesty, transparency, and doing the right thing for both customers and teammates • Mission-Driven Impact: Motivated by helping customers succeed and improving outcomes in healthcare, not just completing tasks • Progress over Perfection: Takes action, iterates quickly, and continuously looks for ways to improve rather than waiting for perfect conditions • Accountability: Takes ownership of customer outcomes, follows through on commitments, and proactively addresses challenges • Customer-Centric: Deeply understands customer needs, advocates for them internally, and ensures they realize meaningful value from the platform • Team Over Ego: Collaborates effectively, supports teammates, welcomes feedback, and prioritizes team success over individual recognition • WORKING CONDITIONS • Remote-first role with occasional travel required • Flexibility to work extended hours as needed to support key initiatives • _____________________________
Responsibilities
• 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
Benefits
• Full time, US based team members can expect: • 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) • Our benefits may vary by country. Please ask your recruiting contact if you have any questions. • Applicants must be authorized to work in the United States without sponsorship.
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