Note: The job is a remote job and is open to candidates in USA. O.R. TRAX is a healthcare SaaS company transforming how hospitals and ambulatory surgery centers manage vendor access and surgical scheduling. The Customer Success Manager will manage and support existing customers, drive retention and expansion, and lead new customer launches while ensuring effective onboarding and ongoing service execution.
Responsibilities
- Manage all customer service and support needs in territory
- Own customer education by setting expectations, teaching workflows, reinforcing compliance, and closing adoption gaps
- Coordinate with independent sales distributors and contractors
- Lead new account launches, including:
- Pre-launch communication
- Installation coordination
- Facility training and onboarding
- Compliance reporting
- Post-launch business reviews
- Prepare reporting and analyze performance data
- Deliver feedback and insights to management
- Support regional business development initiatives
Skills
- 2+ years working in customer success (software, medical device or field operations)
- Experience supporting hospitals, OR staff, and vendor reps is a bonus
- Experience with hospitals, ASCs, or healthcare vendors
- Comfortable owning customer onboarding and ongoing service execution
- Strong at educating / servicing customers & preventing churn
- Handles priorities without hand-holding
- Can report results, analyze trends, and give clear feedback
- Able to travel 25-50% across the region
Benefits
- Health/Dental/Vision/401k
- Benefits included
- Base pay plus variable compensation tied to regional performance
- Travel allowance
Company Overview