Customer Success Manager

Theator is a team dedicated to the alleviation of variability and disparity in the world of surgery. We do so by leveraging cutting-edge deep tech to understand what surgical best practices look like in the real world. Computer vision allows us to structure unstructured surgical footage. A variety of other AI tools help us understand context, then identify best practices to guide humans and robots and provide billions worldwide with access to safe and affordable surgical care.

We’re looking for a Customer Success Manager who is a people person who loves to understand a complex problem and deliver a solution. If you love “figuring it out,” developing a plan directly to a customer, and working with a rockstar team of experts to help you deliver a state of the art product- this may be for you. If you enjoy a good laugh, a supportive/family-like environment, and the empowerment to show up and make meaningful decisions- even more for you!

You’ll be a part of our team of like-minded professionals tackling a significant unmet need in healthcare. You can expect a high sense of ownership, a lot of responsibility, and endless room for growth.

You’ll be responsible for:

• Assessing the key goals and objectives that hospital leadership seek to achieve in implementing the Theator Surgical Intelligence Platform
• Responsible for executing contract renewals and uncovering areas of opportunity for upsell into additional ORs and cross sell into additional specialities within the institution.
• Executing and delivering a proposed plan for onboarding and ongoing evaluation of success that includes leadership goal discovery, partnership kick-off with key stakeholders, and a frictionless onboarding structure that enables realized value early and often.
• Orchestrating routine partnership reviews with key hospital stakeholders to assess analytics, evaluate performance against objectives, and establish new areas of opportunity for quality improvement.
• High degree of lateral collaboration with critical internal teams including Product, R&D, Clinical Insights, and Marketing
• Monitoring customer health relevant to key performance indicators and developing plans to drive proactive retention and growth.
• Create a strong customer success culture at Theator, where the voice of the customer is heard
• Feed customer insights back to the product and sales teams to maximize customer satisfaction and increase revenue per account
• Comfortable working in an ever-changing environment and ability to adapt quickly
• Like to work hard, have fun, and get sh*t done.
  
  

• 5+ years of experience in a CS, sales, or account management role within the healthcare industry OR
• 3+ years experience in a clinical role (nurse, medical student, or physician)
• Effective project management skills and excellent cross functional collaborator
• SaaS experience is a plus
• Proficiency in G-Suite, Keynote, Salesforce, and other CRM and/or project management tools