Clinical Customer Success Manager

Theator is a team dedicated to the alleviation of variability and disparity in the world of surgery. We do so by leveraging cutting-edge deep tech to understand what surgical best practices look like in the real world. Computer vision allows us to structure unstructured surgical footage. A variety of other AI tools help us understand context, then identify best practices to guide humans and robots and provide billions worldwide with access to safe and affordable surgical care.

We’re looking for a Clinical Customer Success Manager who is a people person that loves to understand complex problems and deliver solutions.

If you love “figuring it out,” developing a plan directly to a customer, and working with a rockstar team of experts to help you deliver a state of the art product- this may be for you. If you enjoy a good laugh, a supportive/family-like environment, and the empowerment to show up and make meaningful decisions- even more for you!

You’ll be a part of our team of like-minded professionals tackling a significant unmet need in healthcare. You can expect a high sense of ownership, a lot of responsibility, and endless room for initiatives and impact.

You’ll be responsible for:

• Assessing the key goals and objectives that hospital leadership seek to achieve in implementing the Theator Surgical Intelligence Platform
• Increasing adoption – track and report users usage, build ongoing cadence and business reviews with key stakeholders to drive adoption of the tool.
• Orchestrating routine partnership reviews with key hospital stakeholders to assess analytics, evaluate performance against objectives, and establish new areas of opportunity for quality improvement.
• Executing and delivering a proposed plan for onboarding and ongoing evaluation of success that includes leadership goal discovery, partnership kick-off with key stakeholders, and a frictionless onboarding structure that enables realized value early and often.
• Responsible for executing contract renewals and uncovering areas of opportunity for upsell into additional ORs and cross sell into additional specialities within the institution.
• Create a strong customer success culture at Theator, where the voice of the customer is heard
• Feed customer insights back to the product and sales teams to maximize customer satisfaction and increase revenue per account
• High degree of lateral collaboration with critical internal teams including Product, R&D, and Marketing
• Comfortable working in an ever-changing environment and ability to adapt quickly

Requirements:

• 3+ years of experience CS, sales, or account management in an operating room setting OR clinical experience
• MD/PA/Nursing degree – preferred
• Well-rounded understanding of minimally invasive and robotic procedures
• Strong knowledge of US based health systems
• Experience managing a dynamic breadth of hospital stakeholders including clinical, administrative, and C-Suite
• Proficiency in CRM and/or analytic tools – preferred
• Technical proficiency
• Willingness to travel (40-50%)