Customer Success Manager

Customer Success Manager (CSM) - National (Remote) Join the team that's transforming how hospitals and surgery centers run their operating rooms! About OR TRAX O.R. TRAX is a healthcare SaaS company transforming how hospitals and ambulatory surgery centers manage vendor access and surgical scheduling. The platform automates credentialing, enforces compliance, and improves operating room throughput across enterprise health systems. Trusted by some of the nation’s most complex providers, O.R. TRAX supports hundreds of hospitals with zero-hardware deployment and enterprise-scale reliability. iBadge technology streamlines vendor check-ins, reduces delays, and keeps surgical teams moving. The company is fast-growing, execution-driven, and built for ownership. Teams run end to end. Wins are visible. Mistakes get fixed fast. The work directly impacts patient care, hospital efficiency, and surgical safety. This is a front-row seat to building infrastructure healthcare depends on, one hospital and one Ambulatory Surgical Center (ASC) at a time. This role is built for a self-starter who understands medical device workflows and has worked inside hospital operating rooms. What You'll Do Protect the Base: Manage and support existing customers to drive retention and expansion. Grow the Business: Working hand-in-hand with Territory Sales Managers (TSMs), you will own day-to-day service execution across your pool. Educate Customers: Lead hands-on training and reinforcement using real customer workflows to translate the product into daily operating behavior, correct drift, and drive consistent, measurable usage outcomes. Launch Accounts: Lead new customer launches from contract to go-live to onboarding and ultimately steady-state use. Support the Field: Work with independent distributors and contractors. Enforce standards. Be on the Ground: Travel up to 25-50% to support customers, launches, and growth efforts. Key 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 Pre-launch communication Facility training and onboarding Compliance reporting Post-launch business reviews Prepare reporting and analyze performance data Deliver feedback and insights to management Success Metrics include: Retention rate, time-to-go-live, customer satisfaction, and regional revenue growth. What We're Looking For Medical Device Background: 2+ years working in customer success (software, medical device or field operations). Experience supporting hospitals, OR staff, and vendor reps is a bonus. Healthcare Exposure: Experience with hospitals, ASCs, or healthcare vendors. Field Operator: Comfortable owning customer onboarding and ongoing service execution. Self-Directed: Handles priorities without hand-holding. Executes fast. Data Aware: Can report results, analyze trends, and give clear feedback. Travel Ready: Able to travel 25-50% across the region. Compensation Snapshot Base pay plus variable compensation tied to regional performance. Benefits included. Why O.R. TRAX Massive Impact: Hospitals and ambulatory surgery centers using O.R. TRAX report savinghundreds of thousands per year, reducing surgical delays, and improving patient safety. Explosive Growth: Be part of a rapidly expanding company with a proven solution and an untapped market. Uncapped Earnings: Competitive base and bonus, travel allowance, and benefits package. Startup Energy, Big Vision: Your voice matters here; we’re building the future of surgical coordination, and you’ll help shape it. Fun, Driven Team: We celebrate wins, share ideas, and truly love what we do. #J-18808-Ljbffr