Customer Success Manager

O.R. TRAX; Orlando (FL); Remote; USD 65,000 - 75,000; Full time

Job summary

O.R. TRAX is looking for a Customer Success Superstar to lead the onboarding process and ensure clients receive exceptional support. You'll use your communication skills and technical proficiency to guide hospitals through their journey with our platform, contributing to improved healthcare efficiency and client satisfaction.

Benefits

Health/Dental/Vision benefits

Flexible remote work environment

Opportunity for travel

Qualifications

• 5+ years in Customer Success or Account Management, SaaS/healthcare experience is a plus.
• Experience with ASC or VA systems considered beneficial.
• Strong organizational skills and ability to deliver on time.

Responsibilities

• Drive the A-to-Z onboarding process including kickoff and configuration.
• Coordinate with stakeholders for seamless launches.
• Host engaging remote training calls for clients.

Skills

Strong written and verbal communication skills

Detail oriented

Analytical

Self-Starter

Project Management

Tech-Savvy

Education

Bachelor’s degree or equivalent experience

Tools

Web apps

CRMs

MS Teams

Excel

Job description

Welcome to OR TRAX, where we're on a mission to transform vendor credentialing and scheduling in healthcare! Our platform uses cutting-edge iBadge technology to streamline check-ins, boost compliance, and keep ORs running like clockwork. We’re a scrappy, fun-loving startup that thrives on innovation, collaboration, and making a real difference in patient care.

• Bachelor’s degree or equivalent experience
• Experience in customer success
• Strong written and verbal communication skills
• Detail oriented and analytical
• Demonstrated ability to increase customer satisfaction

About OR TRAX

Welcome to OR TRAX, where we're on a mission to transform vendor credentialing and scheduling in healthcare! Our platform uses cutting-edge iBadge technology to streamline check-ins, boost compliance, and keep ORs running like clockwork. We’re a scrappy, fun-loving startup that thrives on innovation, collaboration, and making a real difference in patient care.

• Bachelor’s degree or equivalent experience
• Experience in customer success
• Strong written and verbal communication skills
• Detail oriented and analytical
• Demonstrated ability to increase customer satisfaction

The Role

We’re hunting for a Customer Success Superstar to own the full customer journey—from the first “Hello!” after signing to becoming the go-to expert for our clients. You’ll guide hospitals and ASCs through smooth onboarding, jaw-dropping go-lives and ongoing support that keeps them singing our praises.

●Remote-first (we love Florida & Southeast vibes)

●Travel: ~3 trips per quarter for major facility launches (might be 3-5)

●Daily: Phone calls, emails, project management and celebration of client wins

Responsibilities

●Full Ownership: Drive the A-to-Z onboarding process—kickoff, configuration, go-live, and beyond

●Stakeholder Whisperer: Liaise with sponsor departments (Logistics, Security, Ops) to coordinate every step

●Platform Setup: Configure facilities in OR TRAX, set user accounts, and tailor settings to client needs

●Signage Guru: Work with our design team to craft custom posters, wall signs, and iBadge guides that wow

●Logistics Lead: Coordinate production, shipping, and installation of signage; quarterly on-site visits for big launches

●Training & Support: Host engaging remote calls to educate clinical and admin teams on OR TRAX magic

●Go-Live Hero: Lead day-of launch support, troubleshoot in real time, and deliver a recap with photos and guides

●Relationship Builder: Be the friendly, reliable voice clients love—answer questions, solve issues, and share wins

●Follow-Up Champion: Post-launch check-ins, monthly calls, and quarterly performance reviews with metrics

●Process Pro: Keep meticulous records, follow our playbook, and never drop the ball

●Team Collaborator: Sync with Sales, Vendor Support, and Product—your feedback shapes our roadmap

●Continuous Improvement: Suggest playbook tweaks, fresh training ideas and ways to level up

●Team Lead: Distribute and assign tasks to part-time support heroes, keeping workloads balanced and workflows smooth

Qualifications

Experience: 5+ years in Customer Success, Account Management, or equivalent—SaaS/healthcare experience is a plus

Healthcare Know-How: Bonus points for ASC, VA system or other hospital client experience

Project Management Ninja: Organize, prioritize, and deliver on time (even when juggling flaming chainsaws)

Communication Pro: Phone, email, and virtual calls are your jam—warm, professional, and emoji-friendly

Self-Starter: Remote-work pro who anticipates needs, tackles challenges, and owns outcomes

Tech-Savvy: Comfortable with web apps, CRMs, MS Teams, Excel—spreadsheets are your friends

Team Player: Collaborate, share knowledge and celebrate teammates’ wins

Education: Bachelor’s or equivalent hustle in SaaS, Business, Communications, Healthcare Admin, etc.

Travel Ready: Willing to travel ~10% (two quarterly big-facility visits) for on-site high-fives and launch cheers

Compensation Snapshot

●Base Salary: $65,000–$75,000 / year, based on experience level

●Bonus: 10–15% of base (tied to onboarding success, retention, and client satisfaction)

●Benefits & Perks: Health/Dental/Vision

Why OR TRAX?

Join us if you’re pumped to make healthcare better, love owning projects end-to-end, and want a front-row seat at a high-energy startup. We celebrate wins, learn from challenges, and grow together—one hospital at a time.

About OR TRAX

Welcome to OR TRAX, where we're on a mission to transform vendor credentialing and scheduling in healthcare! Our platform uses cutting-edge iBadge technology to streamline check-ins, boost compliance, and keep ORs running like clockwork. We’re a scrappy, fun-loving startup that thrives on innovation, collaboration, and making a real difference in patient care.

We’re looking for a Customer Success Superstar to own the full customer journey—from the first “Hello!” after signing to becoming the go-to expert for our clients. You’ll guide hospitals and ASCs through smooth onboarding, jaw-dropping go-lives and ongoing support that keeps them singing our praises.

• Remote-first (we love Florida & Southeast vibes)
• Travel: ~3 trips per quarter for major facility launches (might be 3-5)
• Daily: Phone calls, emails, project management and celebration of client wins

Responsibilities

• Full Ownership: Drive the A-to-Z onboarding process—kickoff, configuration, go-live, and beyond
• Stakeholder Whisperer: Liaise with sponsor departments (Logistics, Security, Ops) to coordinate every step
• Platform Setup: Configure facilities in OR TRAX, set user accounts, and tailor settings to client needs
• Signage Guru: Work with our design team to craft custom posters, wall signs, and iBadge guides that wow
• Logistics Lead: Coordinate production, shipping, and installation of signage; quarterly on-site visits for big launches
• Training & Support: Host engaging remote calls to educate clinical and admin teams on OR TRAX magic
• Go-Live Hero: Lead day-of launch support, troubleshoot in real time, and deliver a recap with photos and guides
• Relationship Builder: Be the friendly, reliable voice clients love—answer questions, solve issues, and share wins
• Follow-Up Champion: Post-launch check-ins, monthly calls, and quarterly performance reviews with metrics
• Process Pro: Keep meticulous records, follow our playbook, and never drop the ball
• Team Collaborator: Sync with Sales, Vendor Support, and Product—your feedback shapes our roadmap
• Continuous Improvement: Suggest playbook tweaks, fresh training ideas and ways to level up
• Team Lead: Distribute and assign tasks to part-time support heroes, keeping workloads balanced and workflows smooth

Qualifications

• Experience: 5+ years in Customer Success, Account Management, or equivalent—SaaS/healthcare experience is a plus
• Healthcare Know-How: Bonus points for ASC, VA system or other hospital client experience
• Project Management Ninja: Organize, prioritize, and deliver on time (even when juggling flaming chainsaws)
• Communication Pro: Phone, email, and virtual calls are your jam—warm, professional, and emoji-friendly
• Self-Starter: Remote-work pro who anticipates needs, tackles challenges, and owns outcomes
• Tech-Savvy: Comfortable with web apps, CRMs, MS Teams, Excel—spreadsheets are your friends
• Team Player: Collaborate, share knowledge and celebrate teammates’ wins
• Education: Bachelor’s or equivalent hustle in SaaS, Business, Communications, Healthcare Admin, etc.
• Travel Ready: Willing to travel ~10% (two quarterly big-facility visits) for on-site high-fives and launch cheers

Compensation

• Base Salary: $65,000–$75,000 / year, based on experience level
• Bonus: 10–15% of base (tied to onboarding success, retention, and client satisfaction)
• Benefits & Perks: Health/Dental/Vision

Why OR TRAX?

Join us if you’re pumped to make healthcare better, love owning projects end-to-end, and want a front-row seat at a high-energy startup. We celebrate wins, learn from challenges, and grow together—one hospital at a time.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

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