Customer Success Manager

theator•Palo Alto, CA

6d•Onsite

About The Position

Theator is a surgical intelligence company building a platform that turns the operating room into a source of structured, actionable data. Our AI-powered platform captures, analyzes, and indexes surgical video so that surgeons, hospital systems, and care teams can improve outcomes, reduce variability, and accelerate learning across every procedure. We partner with leading hospital systems across North America to help surgical teams get measurable value from intraoperative data. We are hiring a Customer Success Manager based in the Cleveland metro area to support one of our flagship health system customers across four hospital locations. You will work side-by-side with our Customer Success team and directly with surgeons and clinical staff to drive adoption of the Theator platform, demonstrate its value in day-to-day surgical workflow, and capture feedback that shapes the product and our account strategy. This is a hands-on, in-the-field role ideal for an experienced healthcare or customer success professional looking to grow within a fast-moving healthcare AI company. You’ll play a key role in strengthening customer relationships, improving platform adoption, and helping surgical teams unlock value from intraoperative data.

Requirements

Bachelor’s degree in business, health administration, nursing, or a related field.
Minimum of one (1) year of relevant experience (e.g., customer success, clinical operations, healthcare technology, or hospital-facing roles).
Experience with Epic is a plus.
Based in and able to reliably commute within the Cleveland, OH metro area.
Must have a reliable personal vehicle, a valid driver’s license, and active auto insurance (mileage and gas are reimbursed).
Available to work full-time, Monday through Friday.
Authorized to work in the United States.
Clinical credential or experience strongly preferred — e.g., RN, CST, surgical tech, OR coordinator, medical device clinical specialist, or similar.

Nice To Haves

Strong interpersonal and communication skills — comfortable interacting with senior clinicians, OR staff, and hospital administrators.
Highly organized, self-directed, and reliable; able to manage a schedule across multiple hospital locations with minimal supervision.
Curiosity about healthcare, surgery, and how technology is transforming clinical care.
Professional demeanor and ability to represent Theator in a clinical setting.
Comfort with Microsoft Office / Google Workspace and picking up new software quickly.

Responsibilities

Spend the majority of your time onsite at four customer hospital locations across the Cleveland metro area, building relationships with surgeons, surgical teams, and hospital stakeholders.
Help surgeons onboard to the Theator platform — walking them through their surgical video library, key features, and workflows that drive the most value.
Partner with the Director of Customer Success (North America) to execute the account adoption plan across the four sites.
Track engagement metrics, usage, and adoption milestones; flag risks early and propose interventions.
Collect structured feedback from end users and communicate it back to Customer Success, Product, and Clinical teams.
Support in-person training sessions, department meetings, case reviews, and onsite demos.
Travel locally between hospital sites and to occasional in-person meetings as needed.
Document best practices, FAQs, and playbooks that can scale to other accounts.