Senior Customer Success Manager

Surgimate

1d • Remote

About The Position

The Surgimate Customer Success team is growing and we are looking for the right person to fill the role of Senior Customer Success Manager.
Driven by a passionate and dedicated team, Surgimate is an enterprise SaaS company in the digital health space committed to revolutionizing the way surgeries are scheduled. We are making a difference and having plenty of fun along the way.
The Customer Success Team is responsible for building relationships, driving product adoption, and empowering clients to meet their goals. As experts of the Surgimate platform, we provide value as trusted advisors to our clients. As a Senior CSM, you will take ownership of our most complex accounts, bring a higher level of strategic thinking to client engagements, and play an active role in shaping how the CS team operates and grows.

Requirements

• 5-7 years of Customer Success, Account Management, or client-facing consulting experience, preferably within a B2B SaaS environment
• Proven experience managing complex accounts with multiple stakeholders, including engagement at the executive level
• Experience working with healthcare customers or within healthcare operations strongly preferred
• Demonstrated ability to drive measurable customer outcomes: retention, adoption, and expansion
• 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 and consultative mindset
• Comfortable contributing to team-level initiatives, sharing best practices, and helping elevate those around you
• High level of comfort with technology and ability to quickly learn new systems and workflows
• Experience with CRM tools (Salesforce preferred)

Responsibilities

• Own customer outcomes for a portfolio of accounts, including our most complex and high-value clients, ensuring they clearly understand, adopt, and realize measurable value from Surgimate
• 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 — including senior leaders — 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
• Maintain clear account plans and engagement strategies, with a longer-term view on retention and growth
• Drive portfolio-level strategy, prioritizing efforts across accounts based on risk, value, and growth potential
• Lead Executive Business Reviews (EBRs) focused on demonstrating ROI and aligning long-term success
• 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
• Apply a consultative approach to help clients connect platform capabilities to their broader operational goals
• Monitor account health and engagement to identify risks and opportunities early
• Take ownership of retention by addressing issues before they escalate
• Navigate complex customer scenarios, including multi-stakeholder environments and at-risk accounts
• 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 a senior 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
• Lead cross-functional efforts to resolve complex challenges and improve the overall customer experience
• Act as the internal quarterback for high-impact accounts, ensuring alignment across teams
• Help develop and refine CS processes, playbooks, and best practices as the team scales
• Mentor and support other CSMs, sharing best practices and elevating team performance
• Maintain accurate account data, notes, and activity tracking in CRM
• Meet KPIs related to engagement, retention, and growth
• Identify and drive improvements to Customer Success processes, tools and playbooks to support scale
• Travel on-site to meet with clients
• Support evolving initiatives as the company grows
• Other duties as assigned by management

Benefits

• 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
• Monthly 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)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees