Customer Success Manager, Incision
More information about location
Surgical information-sharing and education platform
Be an early applicant
Surgical information-sharing and education platform
101-200 employees
Be an early applicant
More information about location
101-200 employees
Company mission
To share surgical skills and make high quality surgical knowledge accessible to everyone. That’s why we created Incision — to enable continuous surgical improvement that leads to better outcomes for everyone.
Role
Who you are
- 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
Desirable
- 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 the job involves
- 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
- 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
Our take
Surgery makes up a big chunk of hospital budgets, and has a massive role in clinical outcomes for patients. Despite this, surgery tends to differ considerably between hospitals. Differences in factors like technique, post-surgery care and even operating room efficiency have led to a low level of standardisation, and as a result, surgery across the globe is failing to be optimised to its full potential.
Incision has set out to fix this. By building a knowledge platform based around surgery, it is improving surgical practices worldwide by allowing practitioners to share experiences, skills and expertise. As well as this, Incision offers new educational products and services ranging from 3D anatomy models to AI-driven video analysis of surgical performance. Going forward, this diversity of output will be a big advantage for Incision.
With an estimated 1.2 million practicing surgeons worldwide, Incision's potential market is big and getting bigger. Its international strategy - based on building presence in a number of key markets - has been bolstered by funding, and Incision remains focused on expansion into the UK, Scandinavia, the Middle East, and Belgium. The company's goal is to impact 100 million procedures each year by 2030.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Nov 2023
$7m
SERIES B
May 2021
$5.9m
SERIES A
Total funding: $12.9m
Company benefits
- Market standard package for a scale-up environment based on your experience
Company HQ
Oostenburg, Amsterdam, Netherlands
Leadership
Theo Wiggers
(Medical Director & Co-Founder)A doctor of medicine and ex-professor at University Medical Center Groningen.
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