Customer Success Manager

Surgimate; United States; Remote; USD 70,000 - 110,000; Full time

Benefits offered by this job

Competitive salary

Bonuses/commissions

401(k) match

Health plans

Wellness allowance

PTO & holidays

Job summary

Surgimate is seeking a Customer Success Manager to drive adoption and value for the openDoctor platform across healthcare clients. You will own outcomes, define success metrics, and coordinate with Sales, Implementation, and Product to ensure retention and growth.

The role is remote-first with travel ~20% to meet clients and align on strategic objectives, helping customers achieve measurable ROI and workflow improvements.

Qualifications

• 3-5 years of Customer Success or account management in B2B SaaS.
• Healthcare customers experience preferred.
• Proven ability to manage relationships across executives.
• Strong written and verbal communication; proactive problem solving.
• Comfort with new technologies and workflows; CRM experience (Salesforce preferred).

Responsibilities

• Own customer outcomes by ensuring adoption and measurable value from openDoctor.
• Define success criteria with customers and track ROI and workflow improvements.
• Identify adoption gaps and create action plans to improve utilization.
• Build trusted relationships with key stakeholders across client organizations.
• Serve as primary contact and strategic advisor for assigned accounts.
• Develop understanding of client workflows and business goals.
• Drive product adoption via check-ins, trainings, and business reviews.
• Educate customers on new features and align with their use cases.
• Monitor account health and address risks early; support retention.
• Collaborate with Sales on upsell and expansion opportunities.
• Partner with Implementation to ensure smooth handoffs post-go-live.
• Deliver cohesive customer experience with Support, Product, and Sales.

Skills

Customer Success

Account Management

Healthcare experience

Executive stakeholder mgmt

Communication skills

Problem solving

Tech-savvy

Salesforce (CRM)

Job description

The openDoctor 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, openDoctor is a SaaS platform in the digital health space committed to revolutionizing the way patients schedule and access radiology care.

The Customer Success Team is responsible for building relationships, driving product adoption, and empowering clients to meet their goals. As experts of the openDoctor 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 openDoctor
• 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 escalated
• 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 (~20%)
• Support evolving initiatives as the company grows
• Other duties as assigned by management

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 openDoctor 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 IMPACT:

Everything we do is guided by IMPACT — the values that shape how we work together and show up for our customers:

• I ntegrity — we do the right thing, even when no one’s watching
• M ission-Driven — we’re motivated by the impact we have on patients and providers
• P rogress Every Day — we push ourselves to keep learning and improving
• A ccountability — we own our work and our outcomes
• C ustomer-Centric — we put our customers at the center of every decision
• T eam — we win together

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
• 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)

Applicants must be authorized to work in the United States without sponsorship.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by law.