Surgimate

Project Manager

• Manage end-to-end implementation projects, including project planning, resource allocation, timeline management, and risk assessment
• Gather project requirements from clients and define project objectives and deliverables
• Develop and maintain detailed project plans and ensure milestones are met on schedule
• Coordinate internal and external stakeholders for alignment and successful onboarding
• Conduct project status meetings and provide updates on progress, risks, and issues
• Identify and mitigate project risks and resolve obstacles affecting timelines or deliverables
• Provide direct customer training and support throughout implementation
• Coordinate technical resources to ensure connectivity between Surgimate and customers’ other systems
• Collaborate with R&D, Customer Support, Implementations, and development teams on technical challenges, interoperability, and customization
• Configure Surgimate product builds during implementation
• Continuously improve implementation processes and implement best practices
• Help customers refine requirements and configure internal controls, settings, and quality checks
• Capture meeting/event details and communicate notes and action items
• Lead live customer training sessions in person or virtually as needed
• Perform other duties assigned by management

Onboarding Project Manager

Customer Success Manager

• Own customer outcomes by ensuring clients understand, adopt, and realize measurable value from openDoctor
• Define success criteria and track ROI, efficiency gains, and workflow improvements
• Identify adoption gaps and create action plans to improve product utilization
• Build trusted relationships with client stakeholders
• Serve as the primary point of contact and strategic advisor for assigned accounts
• Understand clients’ workflows, business goals, and challenges
• Drive product adoption through check-ins, training sessions, webinars, and business reviews
• Educate customers on new features and reinforce platform best practices
• Monitor account health and engagement to identify risks and opportunities
• Own retention by addressing issues before escalation
• Maintain account plans and engagement strategies
• Identify expanded use cases, additional locations, and deeper product adoption opportunities
• Partner with Sales on upsell and expansion opportunities
• Provide structured customer feedback to Product and influence roadmap priorities
• Partner with Implementation for smooth handoffs and post-go-live continuity
• Collaborate with Support, Product, and Sales to deliver a cohesive customer experience
• Maintain accurate account data, notes, and activity tracking
• Meet engagement, retention, and growth KPIs
• Build scalable customer success processes and playbooks
• Travel on-site to meet clients approximately 20% of the time
• Support evolving company initiatives and other duties assigned by management