Job Description

About Surgical Safety Technologies

Surgical Safety Technologies Inc. is a fast-growing healthcare technology start-up with offices in New York City and Toronto. SST’s OR Black Box® is a platform that captures some of the world’s most valuable data from surgery and allows hospitals to identify, understand, and mitigate risk. The OR Black Box® is implemented in several of the most prestigious hospitals in North America and Europe and was named one of Time magazine’s Best Inventions of 2019. We are a dynamic and mission-driven organization that aims to improve quality of healthcare and save lives of surgical patients around the world. If you share the same values, we encourage you to connect with us.

Position Overview

At SST, we believe exceptional customer outcomes are the result of strategic partnership, deep clinical understanding, and seamless implementation. As a Customer Success Manager (CSM), you will be responsible for ensuring our digital health solutions are successfully adopted and embedded within our client organizations. Your background in healthcare, combined with your experience in digital health implementations will make you a trusted advisor to our customers and an integral partner across internal teams. You will manage post-sale relationships with healthcare organizations, lead implementation projects, drive solution adoption, and influence product innovation through clinical insight.

Outcomes/Key Responsibilities

• Stakeholder Influence: Effectively engage with and build trust among key clinical and administrative stakeholders to support broad adoption of SST solutions across hospital departments.
• Product Socialization: Regularly lead product demonstrations and knowledge-sharing sessions to promote awareness and understanding of our platform’s capabilities and clinical value.
• Project Management: Manage customer implementation projects from kickoff to completion, ensuring a smooth rollout that aligns with client timelines and expectations.
• Customer Retention and Growth: Maintain strong, long-term relationships with customers by delivering continuous value. Identify opportunities to expand usage and adoption within accounts.
• Customer Feedback and Product Enhancement: Collect, analyze, and communicate customer feedback to internal teams. Work collaboratively with product and engineering to help shape roadmap priorities.
• Training and Onboarding: Guide new clients through onboarding and training, ensuring they are set up for long-term success and are confident in using SST’s tools in real-world settings.
• Clinical Collaboration: Serve as a bridge between the clinical environment and the product team, bringing forward frontline insights that help align product development with real-world surgical and perioperative needs.
• Customer Satisfaction: Foster a high level of customer satisfaction by being responsive, proactive, and solutions-oriented in your interactions.
• Issue Resolution: Coordinate across teams to ensure customer issues and requests are addressed efficiently and thoroughly, maintaining customer trust and satisfaction.

Required Skills & Experience

• 3+ years in a Customer Success, Implementation, or Clinical Solutions role within a digital health or healthcare technology environment.
• Clinical background (e.g., RN, allied health professional) or deep experience working with clinical teams.
• Proven experience leading health tech implementations with hospitals or health systems.
• Exceptional communication and relationship-building skills with technical and clinical stakeholders.
• Strong project management skills and experience using CRM platforms.

Preferred Experience

• Experience working in or with surgical or trauma departments, or operating room environments.
• Knowledge of EMR/EHR systems and integrations

Salary Range: $110,000-$130,000 USD annually, commensurate with candidate skills and experience.

Upsides

• There are enormous opportunities ahead for you to have an impact and shape the future of the company.
• A beautiful office in New York City.
• A full compensation package comprised of salary, paid time off, health benefits, and stock options.
• The opportunity to change the way surgery is practiced around the world and witness the impact of your work on the lives of surgical patients globally.
• Become part of a high-performance, collaborative, diverse, and inclusive team.

As an equal opportunity employer, Surgical Safety Technologies Inc is committed to providing all employees with a safe working environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements, and individual qualifications, and are not influenced by race, ethnicity, religion, sex, sexual orientation, gender, gender identity/expression, age, disability, marital or relationship status, medical history, or any other protected grounds under human rights legislation. SST continues to celebrate diversity and inclusion, and encourages all applicants to apply.

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