Are you passionate about healthcare, get energy from happy customers, and want to be part of our exciting journey to impact surgical outcomes worldwide? Then this could be the perfect role for you!

As our new superstar Customer Success Manager you are part of the Customer Success team and you will be responsible for supporting and managing our Academy customers both at colleges and hospitals. You are dynamic, customer-centric, structured and ready for your next career step.

What you will do

Maintain a clear and structured overview of all our US Academy customers
Implement our product with new US college and hospital customers
Identify success criteria with customers at the start of the contract
Manage customer engagement and satisfaction throughout the contract term
Regular check-ins with customers to improve usage and relationship
Manage renewals with minimal churn
Identify new opportunities for our customers (e.g. upsell and/or introduce our other product)

What you will bring

2-3 years of account management or customer support experience in a B2B/SaaS environment
Native (US) English speaker with excellent written and verbal communication skills
Organized, structured and analytical
Customer focused, good at relationship building
Experience in the healthcare industry is a plus
Proactive and creative mindset with a strong attention to detail
Available for 40 hours a week
Remote working with occasional travel to customers and events

What you can expect in the first 30-60 days

Get to know the internal team, product, and customers
Get to know your customers and gain a good understanding and overview of our customer portfolio
Take ownership for your accounts and the contract renewal process

What we offer

The opportunity to make an impact on improving surgical care worldwide

A tailored onboarding program for you to learn the needed skills to hit the ground running

Working in a true scale-up culture, mentality and atmosphere

Fully remote (US based) working opportunity with possible travel to our HQ in Amsterdam, The Netherlands

Collaboration with, and learning from, a highly talented and motivated team in our Amsterdam HQ (and remote) and your colleagues in the US.

A market conform salary and secondary benefits

About Us

At Incision (www.incision.care), we're driven by a profound mission - to ensure that everyone receives the best surgical care possible. We are committed to setting the global standard in surgical training and team performance, working alongside surgical professionals, surgical assistants, and teams to share their invaluable skills and knowledge, ultimately making a positive impact on surgical operations worldwide.

Our journey has led us to create a globally recognized and award-winning platform. It offers an extensive array of 2D and 3D e-learning modules, enriched with cutting-edge augmented reality and virtual reality applications. But innovation doesn't stop here; at Incision, it's a constant journey of improvement and learning.

Recent Incision Innovations:

Assist

One of our flagship products is our game-changing workflow support product for the operating room. This digital assistant streamlines processes, eliminates chaos, reduces stress, and maintains budget control. It's not just a product; it's a revolution in surgical care. And the best part? We're constantly working on enhancements and new functionalities, ensuring it remains at the forefront of innovation.

Take a look: https://www.incision.care/products/assist

Today, Incision is the trusted go-to platform for thousands of medical professionals around the world. We are proud to serve as a hub where expertise and innovation converge, empowering healthcare professionals to deliver exceptional surgical care.

Sterile Processing Program

We believe in the power of listening and learning from healthcare professionals. Recently, we introduced an exciting addition to our platform - an interactive course designed specifically for the sterile processing department. Through extensive discovery and research, we identified a gap in the learning of sterile processing technicians. This course was crafted to address this need, providing essential knowledge and support.

Check it out: https://www.incision.care/products/sterile-processing-program

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US Customer Success Manager