Customer Success Manager
The openDoctor Customer Success team is growing and we are looking for the right person to fill the role of Customer Success Manager!
Driven by a passionate and dedicated team, openDoctor is a SaaS platform in the digital health space committed to revolutionizing the way patients schedule and access radiology care.
The Customer Success Team is responsible for building relationships, driving product adoption, and empowering clients to meet their goals. As experts of the openDoctor platform, we provide value as trusted advisors to our clients.
Key Responsibilities
Own customer outcomes by ensuring clients clearly understand, adopt, and realize measurable value from openDoctor
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 (~20%)
Support evolving initiatives as the company grows
Other duties as assigned by management
Required Qualifications
3-5 years of Customer Success, Account Management, or a client-facing consulting role, preferably within a B2B SaaS environment
Experience working with healthcare customers or within healthcare operations strongly preferred
Proven ability to manage relationships across a range of account sizes, including engaging with executive stakeholders
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 mindset
High level of comfort with technology and ability to quickly learn new systems and workflows
Experience with CRM tools (Salesforce preferred)
What We’re Looking For - Our openDoctor Values
Integrity: Builds trust through honesty, transparency, and doing the right thing for both customers and teammates
Mission-Driven Impact: Motivated by helping customers succeed and improving outcomes in healthcare, not just completing tasks
Progress over Perfection: Takes action, iterates quickly, and continuously looks for ways to improve rather than waiting for perfect conditions
Accountability: Takes ownership of customer outcomes, follows through on commitments, and proactively addresses challenges
Customer-Centric: Deeply understands customer needs, advocates for them internally, and ensures they realize meaningful value from the platform
Team Over Ego: Collaborates effectively, supports teammates, welcomes feedback, and prioritizes team success over individual recognition
Working Conditions
Remote-first role with occasional travel required
Flexibility to work extended hours as needed to support key initiatives
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Learn more about Surgimate
Our Product & Mission:
At Surgimate, we’re one company with three powerful platforms — Surgimate, ImplantBase, and openDoctor — working together to transform how surgeries are coordinated and delivered. Each platform supports a different phase of the surgical journey, from patient access and scheduling to implant management and post-operative care. United under one mission, we’re building the essential operating system for surgical orchestration — helping providers deliver faster, smarter, and safer care.
Our Team:
At Surgimate, we are a remote first team distributed across the US with R&D Centers in Israel & India. We offer opportunities for our team to spend time together at meetups, volunteer, and work flexibly.
Read more about our team & values here:
https://www.surgimate.com/
https://us.implantbase.com/
https://opendr.com/
Our IMPACT:
Everything we do is guided by IMPACT — the values that shape how we work together and show up for our customers:
Integrity — we do the right thing, even when no one's watching
Mission-Driven — we're motivated by the impact we have on patients and providers
Progress Every Day — we push ourselves to keep learning and improving
Accountability — we own our work and our outcomes
Customer-Centric — we put our customers at the center of every decision
Team — we win together
Our Benefits:
Full time, US based team members can expect:
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
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)
Applicants must be authorized to work in the United States without sponsorship.
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by law.
