• Design and implement a scalable customer success strategy tailored to the needs of healthcare SaaS clients • Build strong, long-term relationships with key stakeholders across your customer portfolio by defining KPIs and success metrics to track progress, satisfaction and ensure ROI • Act as the primary escalation point for high-level customer inquiries, ensuring prompt and effective resolution • Oversee and refine the onboarding process to ensure seamless adoption of the platform • Collaborate with the Product and Development teams to create robust training materials and resources for clients and internal staff • Conduct regular business reviews with clients to assess success metrics and identify growth opportunities • Act as the voice of the customer, providing insights and feedback to the Product and Development teams to drive continuous improvement • Stay informed about trends and best practices in healthcare SaaS to ensure our product and service offerings remain competitive • Help grow the Customer Success Surgical Clinics team by participating in hiring, mentoring, and establishing team processes