Customer Success Manager

theator

26d

About The Position

At Theator, we are redefining the future of surgery. Our cutting-edge computer vision and AI enrich every step of care, from training and research to live insights in the OR, automatic postoperative notes, smarter billing, and intelligent content management. Trusted by leading hospitals worldwide, we are creating a data-driven operating room where surgical teams learn continuously and deliver safer, more precise care to every patient. The Customer Success Manager is responsible for ensuring our health system customers realize the full value of Theator's Surgical Intelligence Platform. You will own the customer relationship end-to-end - from implementation through ongoing adoption and expansion - partnering with surgeons, clinical leadership, revenue cycle teams, and hospital administrators to drive meaningful outcomes. This is a role for someone who thrives at the intersection of healthcare and technology. You'll need to understand our AI-powered platform deeply, translate its capabilities into real value for diverse stakeholders, and use data to tell compelling stories about adoption and impact. Success requires technical fluency, operational rigor, and the ability to build trust with everyone from residents to executives. If you want to be part of a team transforming how surgery is practiced and help customers unlock the potential of a truly innovative product, this is the role. This role reports directly to the CTO and Co-Founder.

Requirements

• 5+ years of experience in customer success, account management, or operations within a SaaS environment; healthcare experience is a plus.
• Track record of driving product adoption and helping customers achieve measurable outcomes.
• Strong communication skills with the ability to adapt your approach for surgeons, administrators, and executives alike.
• Highly organized with the ability to manage multiple accounts and competing priorities.
• Technical fluency - you can navigate a sophisticated AI platform, work confidently with data, and translate technical capabilities into customer value.
• Comfortable with travel as a regular part of the role.

Responsibilities

• Serve as the primary point of contact for assigned accounts, building trusted relationships with surgeons, clinical leadership, and administrators.
• Lead onboarding and go-live processes in partnership with product and technical teams.
• Manage ongoing operations including usage monitoring, training, and coordination with customer IT teams.
• Own account planning and lead business reviews that demonstrate value and align on priorities.
• Monitor account health and proactively address retention risks.
• Identify expansion opportunities based on usage, outcomes, and customer needs, and partner with champions to build the case for broader deployment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed