- Own customer outcomes by ensuring clients 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 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
- 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
- Monitor account health and engagement to identify risks and opportunities early
- Take ownership of retention by addressing issues before they escalate
- Maintain clear account plans and engagement strategies for key customers
- 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 the 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
- Maintain accurate account data, notes, and activity tracking
- Meet KPIs related to engagement, retention, and growth
- Contribute to building scalable customer success processes and playbooks
- Travel on-site to meet with clients (~30%)
- Support evolving initiatives as the company grows
Salesforce