Customer Success Manager, US (EST)

Incision Group BV; Georgia; Remote; USD 80,000 - 100,000; Full time

Job summary

A healthcare technology firm is seeking a Customer Success Manager to lead post-sales engagement in the Eastern Time Zone. This role involves building strong client relationships, ensuring customer satisfaction, and driving adoption of solutions. Ideal candidates will have 5+ years of experience in healthcare SaaS and a proven ability to manage enterprise accounts. Join a dynamic team focused on revolutionizing surgical training and education.

Benefits

Learning & Development opportunities

Flexible work environment

Mental health support resources

Team and social events

Top-notch equipment options

Qualifications

• 5+ years of experience in Customer Success or related roles in healthcare SaaS.
• Proven ability to manage enterprise healthcare accounts.
• Strong track record of driving customer adoption and retention.

Responsibilities

• Ensure seamless onboarding and strong adoption of solutions.
• Build and nurture long-term relationships with stakeholders.
• Proactively monitor account health and identify risks.

Skills

Customer success management

Account management

Communication skills

Problem-solving

Relationship building

Tools

CRM platforms

Job description

Overview

About Incision At Incision (++www.incision.care++ ), our mission is to revolutionize surgical training and ensure that every patient receives the best possible care. We collaborate with surgical professionals and teams worldwide, sharing expertise through our award-winning e-learning platform, featuring 2D & 3D modules, augmented reality, and virtual reality applications.

Our Core Values

Impact & Excellence: we strive for innovation and excellence in surgical education

Learn, Grow, and Share: knowledge should be shared, and we help each other thrive

Teamwork Unleashed: we support, challenge, and celebrate each other’s success

Scaling up!

As we expand our commercial activities in the U.S., we’re looking for an energetic and creative Customer Success Manager to lead post-sales success and engagement efforts in the Eastern Time Zone. This role is for someone eager to dive into a complex healthcare environment, build strong client partnerships, and ensure our customers realize maximum value from Incision’s solutions. Join Incision’s growing U.S. team—small but mighty with ~10 colleagues across Sales, Customer Success, Implementation, and Clinical Operations—working closely together to scale impact in the healthcare market.

Your Role

• Act as the primary partner for Incision’s customers post-signature, ensuring seamless onboarding, strong adoption, and measurable value from our solutions

• Build and nurture long-term relationships with clinical, operational, and executive stakeholders to drive customer engagement and satisfaction

• Proactively monitor account health, usage, and feedback—identifying risks and opportunities to deliver timely interventions and maximize impact

• Collaborate with Product, Implementation, Sales, and Marketing teams to ensure alignment, share customer insights, and continually improve the customer journey

• Facilitate business reviews and strategy sessions to highlight ROI, align on goals, and explore opportunities for growth

• Represent Incision at customer meetings and industry events—amplifying customer perspectives and fostering stronger partnerships

• Remote-based in Eastern Time Zone, with 25-50% travel to customer sites and industry events, dependent on client and business needs

Requirements

• 5+ years of experience in Customer Success, Account Management, or related roles in healthcare SaaS / medtech

• Proven ability to manage enterprise healthcare accounts, build executive-level relationships, and deliver measurable outcomes

• Strong track record of driving customer adoption, retention, and upsell/expansion in a start-up or scale-up environment

• Excellent communication and interpersonal skills, with a proactive and creative approach to problem-solving

• Comfortable working cross-functionally with international teams in a dynamic, fast-moving environment

• Highly organized, detail-oriented, and results-driven, with familiarity using CRM and customer success platforms

Bonus Points For

• Experience and comfort working directly with hospitals, health systems, and perioperative/clinical teams and in clinical spaces

• Knowledge of hospital workflows, procurement processes, and clinical operations in the U.S. healthcare system

• Familiarity with scaling SaaS adoption across large, complex organizations

• Strong professional network within the U.S. hospital ecosystem

What we offer

• Make a Real Impact: help revolutionize surgical education worldwide!

• International Team: join a diverse crew with 10+ nationalities.

• Learning & Development: access training, courses, and growth opportunities.

• Career Growth: expand your skills in a fast-paced, innovative environment.

• Top-Notch Equipment: choose between Apple or Microsoft laptop, plus office monitor & tools.

• Inspiring Team: collaborate with medical professionals and cutting-edge innovators!

• Team & Social Events: regular gatherings to connect, learn, and have fun.

• Mental Health Support: access well-being resources through OpenUp.

• Casual Scale-Up Environment: work in a dynamic, fun, and inspiring atmosphere!

• Diverse & Inclusive Workplace: be part of an open-minded, supportive culture where everyone is valued