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About the roleThe 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. 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 ResponsibilitiesStrategic Account OwnershipOwn 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 SurgimateDefine 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 utilizationBuild and maintain strong, trusted relationships with key stakeholders — including senior leaders — across client organizationsServe as the primary point of contact and strategic advisor for all assigned accountsDevelop a deep understanding of each client’s workflows, business goals, and challengesMaintain clear account plans and engagement strategies, with a longer-term view on retention and growthDrive portfolio-level strategy, prioritizing efforts across accounts based on risk, value, and growth potentialLead Executive Business Reviews (EBRs) focused on demonstrating ROI and aligning long-term successProduct Adoption and Client EducationDrive ongoing product adoption through regular check-ins, training sessions, webinars, and business reviewsEducate customers on new features and ensure alignment with their needs and use casesReinforce best practices to ensure consistent and effective platform usageApply a consultative approach to help clients connect platform capabilities to their broader operational goalsRetention and GrowthMonitor account health and engagement to identify risks and opportunities earlyTake ownership of retention by addressing issues before they escalateNavigate complex customer scenarios, including multi-stakeholder environments and at-risk accountsIdentify opportunities for expanded use cases, additional locations, or deeper product adoptionPartner with Sales on upsell and expansion opportunitiesHelp customers uncover additional value through new workflows and featuresCross-Functional Collaboration and Team ContributionAct as a senior voice of the customer internally, providing structured and actionable feedback to ProductIdentify trends across accounts to influence product improvements and roadmap prioritiesPartner closely with Implementation to ensure smooth handoffs and continuity post-go-liveWork with Support, Product, and Sales to deliver a cohesive customer experienceLead cross-functional efforts to resolve complex challenges and improve the overall customer experienceAct as the internal quarterback for high-impact accounts, ensuring alignment across teamsHelp develop and refine CS processes, playbooks, and best practices as the team scalesMentor and support other CSMs, sharing best practices and elevating team performanceOperations & ReportingMaintain accurate account data, notes, and activity tracking in CRMMeet KPIs related to engagement, retention, and growthIdentify and drive improvements to Customer Success processes, tools and playbooks to support scaleTravel on-site to meet with clientsSupport evolving initiatives as the company growsOther duties as assigned by managementRequired Qualifications5-7 years of Customer Success, Account Management, or client-facing consulting experience, preferably within a B2B SaaS environmentProven experience managing complex accounts with multiple stakeholders, including engagement at the executive levelExperience working with healthcare customers or within healthcare operations strongly preferredDemonstrated ability to drive measurable customer outcomes: retention, adoption, and expansionExceptional written and verbal communication skills, with the ability to clearly and effectively communicate complex conceptsStrong problem-solving abilities with a proactive, solutions-oriented and consultative mindsetComfortable contributing to team-level initiatives, sharing best practices, and helping elevate those around youHigh level of comfort with technology and ability to quickly learn new systems and workflowsExperience with CRM tools (Salesforce preferred)What We’re Looking For - Our Surgimate ValuesIntegrity: Builds trust through honesty, transparency, and doing the right thing for both customers and teammatesMission-Driven Impact: Motivated by helping customers succeed and improving outcomes in healthcare, not just completing tasksProgress over Perfection: Takes action, iterates quickly, and continuously looks for ways to improve rather than waiting for perfect conditionsAccountability: Takes ownership of customer outcomes, follows through on commitments, and proactively addresses challengesCustomer-Centric: Deeply understands customer needs, advocates for them internally, and ensures they realize meaningful value from the platformTeam Over Ego: Collaborates effectively, supports teammates, welcomes feedback, and prioritizes team success over individual recognitionWorking ConditionsRemote-first role with occasional travel requiredFlexibility to work extended hours as needed to support key initiativesLearn more about SurgimateOur 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.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.Applicants must be authorized to work in the United States without sponsorship.
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