Customer Success Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $98k - $108k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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AORN

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1954

🏥 Healthcare

🤝 Non-profit

📚 Education

Healthcare • Non-profit • Education

AORN is the Association of periOperative Registered Nurses, a non-profit professional membership organization that establishes evidence-based guidelines for perioperative practice, provides continuing education and training for OR nurses and surgical leaders, and advocates for safe surgery and high-quality perioperative care. AORN operates conferences, e-learning programs, facility subscription tools, and vendor partnership opportunities to support nurses, facilities, and medical device companies in implementing standardized perioperative practices.

📋 Description

• Support the AORN Industry team by strengthening relationships with industry partners and internal stakeholders • Advance adoption, retention, and growth of AORN educational solutions and industry offerings • Own customer onboarding, implementation follow-up, utilization monitoring, and ongoing customer engagement • Lead proactive quarterly business reviews with customers and partners • Drive renewal planning through timelines, account health indicators, stakeholder follow-up, and coordinated action plans • Identify at-risk accounts and lead outreach and escalation plans to improve retention • Maintain renewal forecasting, account status reporting, and a repeatable operating cadence • Partner with Industry Account Executives and Clinical Program Managers to secure renewal revenue and support expansion opportunities • Maintain knowledge of AORN Industry offerings, educational solutions, sponsorship opportunities, and related products • Build and maintain relationships with industry partners, facility customers, educators, executives, administrators, and purchasing decision makers • Coordinate with Account Executives, Marketing, Education, Nursing, Customer Service, Finance, Technology, Sales, and Clinical Program Managers • Use Salesforce, iMIS, Tableau, Definitive Healthcare, Excel, and other systems to maintain account records, manage renewals, monitor utilization, support forecasting, and provide reports • Gather partner and customer feedback to identify market needs, educational gaps, product opportunities, customer risks, and process improvements • Support development of partner-facing materials, renewal communications, implementation resources, and customer success tools • Participate in interdepartmental and intradepartmental initiatives, meetings, and projects • Perform other duties as assigned

🎯 Requirements

• Bachelor’s degree in Business Administration, Marketing, Communications, Health Care Administration, Education, or a related field, or equivalent combination of education and relevant experience • 6+ years of experience in customer success, account management, strategic partnerships, business development, sales support, or related relationship management responsibilities • Demonstrated ability to manage renewals, strengthen customer relationships, evaluate account needs, and support revenue retention and growth • Proficiency with Salesforce, Microsoft Excel, and other tools used to manage accounts, analyze data, prepare forecasts, and identify operational issues • Experience communicating professionally with customers, partners, executives, and internal stakeholders • Preferred: successful experience in consultative sales, strategic partnerships, sponsorship support, customer success, or account management with hospitals, surgery centers, health care companies, or associations • Preferred: understanding of the perioperative, surgical facility, medical device, health care education, or association environment • Preferred: knowledge of AORN, AORN Industry offerings, and educational solutions provided for the perioperative environment • Excellent customer service orientation, relationship management, and problem-solving skills • Ability to prioritize work, strategize independently, manage competing deadlines, and help customers and partners create comprehensive programs • Strong business acumen with the ability to identify customer needs, recommend solutions, and support revenue retention and growth • Ability to communicate effectively with personnel in operating room, surgical, health care, association, and industry partner environments regarding AORN products and services • Strong verbal and written communication, presentation, negotiation, and follow-up skills • Ability to demonstrate and hold others accountable for organizational values • Ability to work remotely using a computer, telephone, and Microsoft Teams daily • Ability to travel as needed • Equivalent combination of education and relevant experience accepted

🏖️ Benefits

• Health insurance package options including HDHP and PPO plans • Dental and vision coverage • Flexible Spending Account (FSA) and Healthcare Savings Account (HSA) options • Employer-paid short- and long-term disability, accidental death and dismemberment, and life insurance coverage • Voluntary life insurance options including critical illness and accident insurance • 401(k) plan with immediate vesting • Pet insurance • Udemy Learning • Paid time off • 10 paid holidays per year • Paid sick time • Paid parental leave • Free subscription to Calm • Up to 8 hours of paid volunteer time • Employee Assistance Programs • Staff Incentive Bonus • Remote work arrangement • Ability to travel as needed in support of department and Association initiatives