Role Overview

The Account Manager owns post-sale success, value realization, and executive partnership for assigned strategic accounts. This role is the operating leader for the customer relationship-translating Surgence's mission into measurable outcomes, orchestrating cross-functional execution, and ensuring the customer experiences Surgence as a disciplined, strategic partner, not a point solution.

As the strategic owner of customer success, you will turn strategy into operational decisions, insights into coordinated action, and collaboration into measurable value. Working across Sales, Product, Delivery, Data, and Support, you'll drive governance, prioritization, and value realization while building long-term trust over short-term wins.

Key Responsibilities

Own the end-to-end customer operating cadence from onboarding through scale, establishing clear success criteria, governance, and accountability.
Build trusted relationships with executive and operational leaders, leading QBRs/EBRs focused on outcomes, value realization, and strategic priorities.
Define, measure, and communicate operational, financial, and strategic impact, ensuring value is visible, defensible, and repeatable.
Coordinate cross-functional teams across Sales, Product, Delivery, Data, and Support to execute against customer priorities and remove obstacles to success.
Forecast and mitigate risks related to adoption, data, scope, resourcing, and organizational change before they impact outcomes.
Drive clear decision-making, document trade-offs, and maintain alignment across stakeholders to prevent drift and rework.
Lead adoption, enablement, and change management efforts, partnering with customer champions to ensure sustained operational ownership and long-term success.
Maintain clear visibility into account health, risks, decisions, and realized impact while serving as the primary point of accountability for customer outcomes.

Requirements
What We're Looking For

Proven success owning post-sale customer relationships, building executive trust, and facilitating stakeholder alignment, decisions, and action that lead to measurable outcomes and renewals.
Experience driving value realization, including defining success criteria, establishing baselines, and tracking measurable impact (operational, financial, or strategic).
Strong program ownership skills, with the ability to manage scope, risks, trade-offs, and dependencies across multiple initiatives.
High comfort operating cross-functionally with sales, product, delivery, data, and pupport teams to orchestrate outcomes.
Exceptional written and verbal communication skills, with a bias toward clarity, documentation, and decision governance.
Ability to lead through ambiguity, escalate risks early, and maintain operating discipline in complex environments.

Preferred Qualifications

7+ years of experience in account management, customer success, consulting, program management, or similar customer-facing roles, preferably within healthcare, supply chain, or enterprise SaaS environments.
Experience working with healthcare providers, IDNs, GPOs, distributors, or other healthcare supply chain organizations.
Experience supporting enterprise software implementations involving data, user adoption, organizational change, and cross-functional stakeholders.
Familiarity with value-based selling, QBRs/EBRs, and customer retention, expansion, or account growth strategies.
Experience managing complex, multi-stakeholder accounts across multiple sites, service lines, or business units.
Comfort leveraging adoption, utilization, customer health, and growth metrics.
Experience in high-growth or scaling organizations.
Bachelor's degree strongly preferred.

Benefits

Medical, Dental, Vision, and Life Insurance
PTO, Sick Leave, and Paid Holidays
401K with Company Match
Short-Term and Long-Term Disability Insurance

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Account Manager