About the job
Join the expanding Customer Success team at Surgimate as a Customer Success Manager!
At Surgimate, we are at the forefront of transforming how surgeries are scheduled with our cutting-edge enterprise SaaS solutions in the digital health sector. We pride ourselves on making a significant impact while enjoying a vibrant team culture.
As a pivotal member of the Customer Success Team, you'll be instrumental in nurturing relationships, enhancing product adoption, and empowering our clients to achieve their objectives. Your expertise with the Surgimate platform will enable you to serve as a trusted advisor, delivering exceptional value to our clients.
Key Responsibilities
Champion customer success by ensuring clients fully understand, embrace, and derive measurable value from the Surgimate platform.
Establish success criteria with clients and consistently track their progress toward agreed-upon goals, including ROI and efficiency improvements.
Proactively pinpoint any adoption gaps and devise actionable plans to enhance product utilization.
Cultivate and sustain robust, trustworthy relationships with key stakeholders within client organizations.
Act as the primary contact and strategic consultant for all assigned accounts.
Gain a comprehensive understanding of each client’s workflows, objectives, and challenges.
Drive continuous product adoption through regular engagement, training sessions, webinars, and business reviews.
Inform clients about new features and ensure they align with their needs and applications.
Promote best practices to ensure effective and consistent platform usage.
Monitor account health and engagement to identify potential risks and opportunities proactively.
Take charge of customer retention by addressing issues before they escalate.
Maintain clear account plans and engagement strategies for key clients.
Identify opportunities for further product utilization, additional locations, or deeper engagement.
Collaborate with the Sales team on upselling and expansion opportunities.
Assist clients in discovering additional value through new workflows and features.
Serve as the voice of the customer internally, providing structured feedback to the Product team.

