Customer Success Manager

The Surgimate Customer Success team is growing and we are looking for the right person to fill the role of Customer Success Manager!

Driven by a passionate and dedicated team, Surgimate is an enterprise SaaS company in the digital health space committed to revolutionizing the way surgeries are scheduled. We are making a difference and having plenty of fun along the way.

The Customer Success Team is responsible for building relationships, driving product adoption, and empowering clients to meet their goals. As experts of the Surgimate platform, we provide value as trusted advisors to our clients.

Key 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

  Required Qualifications

  • 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)
    

    What we're Looking For: Our Surgimate Core Values

    • 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

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        Learn more about Surgimate

        Our Product & Mission:

        At Surgimate, we’re one company with three powerful platforms — Surgimate, ImplantBase, and openDoctor — working together to transform how surgeries are coordinated and delivered. Each platform supports a different phase of the surgical journey, from patient access and scheduling to implant management and post-operative care. United under one mission, we’re building the essential operating system for surgical orchestration — helping providers deliver faster, smarter, and safer care.

        Our Team:

        At Surgimate, we are a remote first team distributed across the US with R&D Centers in Israel & India. We offer opportunities for our team to spend time together at meetups, volunteer, and work flexibly.

        Read more about our team & values here:
        https://www.surgimate.com/
        https://us.implantbase.com/

        https://opendr.com/

        Our 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.