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Customer Success Manager – Full Time

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April 24, 2019

About the Customer Success Manager Role:

We are seeking a full-time customer success manager with past clinical and sales experience to contribute to the management of our current clients. In this role, the manager would engage directly with clients, oversee all post-contract signing activities, ensure clients receive increasing value from our software, and work cross-functionally with Operations, Sales, and Technical teams to maximize client growth and retention. This person should be excited to work in a small, fast growing company that relies on strong teamwork, candid conversations, and a positive attitude to achieve our goals.



  • Undergraduate degree or program of study in STEM studies, business, or communication is preferred
  • 3-5 years of clinical experience, preferably in the operating room or otherwise engaging with surgeons and surgical staff (e.g., medical sales)
  • Experience in direct client engagement
  • Located in the Chicago area with willingness to travel nationwide to hospital and medical device client and prospective client sites, sometimes on relatively short notice


Key Responsibilities:

Engaging with new ExplORer hospital and medical device clients by:

  • Partnering with internal Clinical Operations Managers and Associates to align account activities with the client's strategy
  • Helping define client objectives, goals, and KPIs early in the client relationship
  • Communicating directly (via phone, email, and in-person) with hospital and medical device company clients, both clinicians and administrators
  • Supporting clinical team with collection of data during surgical procedures via use of our software
  • Interpreting and analyzing surgical data that create actionable insights to share with clients
  • Monitoring adoption and utilization, identifying risk trends, and providing recommendations based on client’s needs
  • Identifying new opportunities to serve current clients; support sales efforts to extend our presence at current clients
  • Conducting periodic client pulse-checks to drive continuous improvement by collecting feedback and representing the client’s voice


Managing ExplORer associate team members by:

  • Engaging with, and assisting in the management of, a team of full-time and part-time Clinical Operations Associates and Sr. Associates to deliver contract work to our clients
  • Reviewing the surgery workflows created by the Clinical Operations Associates for alignment to customer’s requests and ongoing needs; providing feedback to improve future work
  • Making use of the Asana platform, or other appropriate technology, to manage the output of the team of associates; effectively deploying associates to the right work, at the right time
  • Attending and leading meetings to monitor progress and overall professional development of the associates


To Apply for the Customer Success Manager Role:

Apply directly to our Director of Operations, Brittany Genelin ( with a cover letter and resume indicating your interest in the role

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