surgimate - Senior Customer Success Manager
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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) • 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
• STRATEGIC ACCOUNT OWNERSHIP • 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 • PRODUCT ADOPTION AND CLIENT EDUCATION • 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 • RETENTION AND GROWTH • 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 • CROSS-FUNCTIONAL COLLABORATION AND TEAM CONTRIBUTION • 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 • OPERATIONS & REPORTING • 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
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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