Senior Customer Success Manager

The Surgimate Customer Success team is growing and we are looking for the right person to fill the role of Senior 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. As a Senior CSM, you will take ownership of our most complex accounts, bring a higher level of strategic thinking to client engagements, and play an active role in shaping how the CS team operates and grows. Key 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 Required Qualifications 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) What We’re Looking For - Our Surgimate 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 _____________________________ 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: 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.