Customer Success Manager, US (EST)

About Incision
At Incision (www.incision.care), our mission is to revolutionize surgical training and ensure that every patient receives the best possible care. We collaborate with surgical professionals and teams worldwide, sharing expertise through our award-winning e-learning platform, featuring 2D & 3D modules, augmented reality, and virtual reality applications.

Our Core Values

💙 Impact & Excellence: we strive for innovation and excellence in surgical education

📚 Learn, Grow, and Share: knowledge should be shared, and we help each other thrive

🤝 Teamwork Unleashed: we support, challenge, and celebrate each other’s success

Scaling up!

As we expand our commercial activities in the U.S., we’re looking for an energetic and creative Customer Success Manager to lead post-sales success and engagement efforts in the Eastern Time Zone. This role is for someone eager to dive into a complex healthcare environment, build strong client partnerships, and ensure our customers realize maximum value from Incision’s solutions. Join Incision’s growing U.S. team—small but mighty with ~10 colleagues across Sales, Customer Success, Implementation, and Clinical Operations—working closely together to scale impact in the healthcare market.

Your Role

• Act as the primary partner for Incision’s customers post-signature, ensuring seamless onboarding, strong adoption, and measurable value from our solutions

• Build and nurture long-term relationships with clinical, operational, and executive stakeholders to drive customer engagement and satisfaction

• Proactively monitor account health, usage, and feedback—identifying risks and opportunities to deliver timely interventions and maximize impact

• Collaborate with Product, Implementation, Sales, and Marketing teams to ensure alignment, share customer insights, and continually improve the customer journey

• Facilitate business reviews and strategy sessions to highlight ROI, align on goals, and explore opportunities for growth

• Represent Incision at customer meetings and industry events—amplifying customer perspectives and fostering stronger partnerships

• Remote-based in Eastern Time Zone, with 25-50% travel to customer sites and industry events, dependent on client and business needs

Requirements

• 5+ years of experience in Customer Success, Account Management, or related roles in healthcare SaaS / medtech

• Proven ability to manage enterprise healthcare accounts, build executive-level relationships, and deliver measurable outcomes

• Strong track record of driving customer adoption, retention, and upsell/expansion in a start-up or scale-up environment

• Excellent communication and interpersonal skills, with a proactive and creative approach to problem-solving

• Comfortable working cross-functionally with international teams in a dynamic, fast-moving environment

• Highly organized, detail-oriented, and results-driven, with familiarity using CRM and customer success platforms

Bonus Points For

• Experience and comfort working directly with hospitals, health systems, and perioperative/clinical teams and in clinical spaces

• Knowledge of hospital workflows, procurement processes, and clinical operations in the U.S. healthcare system

• Familiarity with scaling SaaS adoption across large, complex organizations

• Strong professional network within the U.S. hospital ecosystem

What we offer

🚀 Make a Real Impact: help revolutionize surgical education worldwide!

🌍 International Team: join a diverse crew with 10+ nationalities.

📚 Learning & Development: access training, courses, and growth opportunities.

📈 Career Growth: expand your skills in a fast-paced, innovative environment.

💻 Top-Notch Equipment: choose between Apple or Microsoft laptop, plus office monitor & tools.

💡 Inspiring Team: collaborate with medical professionals and cutting-edge innovators!

🎉 Team & Social Events: regular gatherings to connect, learn, and have fun.

🧠 Mental Health Support: access well-being resources through OpenUp.

👔 Casual Scale-Up Environment: work in a dynamic, fun, and inspiring atmosphere!

🌈 Diverse & Inclusive Workplace: be part of an open-minded, supportive culture where everyone is valued