Customer Success Manager
Who We Are
Apella is applying computer vision, machine learning to improve the standard of care in the most critical aspect of healthcare: surgery. We build applications to enable surgeons, nurses, and hospital administrators to deliver the highest quality care.
Who You Are
We are looking for a Customer Success Manager who will ensure our hospital partners not only find success with Apella’s product offerings but also help shape the future of our customer strategy. This role goes beyond traditional relationship management, it blends customer success, product operations, and data insights to drive long-term customer outcomes and internal impact. We’re seeking a seasoned relationship builder and strong project manager who can influence product direction, lead cross-functional initiatives, influence adoption, and help us scale and evolve our Customer Success function.
In This Role You’ll
Serve as a trusted advisor to key hospital systems and stakeholders, deeply understanding their needs and aligning them with Apella’s product vision and roadmap.
Develop reports and customer-facing deliverables that translate Apella’s proprietary data into actionable insights, helping partners optimize operations and outcomes.
Lead and facilitate customer training sessions such as expanded site launches, refresher trainings, new product introductions, etc.
Drive adoption and engagement across multiple sites and operating rooms, monitoring customer health and proactively surfacing risks and opportunities.
Support rollout and change management for new products and features, aligning stakeholders for measurable success.
Collaborate with CSM team members, as well as Product, Engineering, and Data teams to provide customer feedback that informs product direction.
This role includes quarterly travel to join company-wide and cross-functional events, as well as periodic customer onsite visits.
What You’ll Bring
2–4 years of experience in customer success or account management in healthcare or health tech.
Proven ability to build trusted relationships with clinical and administrative stakeholders, ideally within large or complex health systems.
Proven excellence using data and business intelligence tools to build reports, conduct analysis, and translate complex information into clear, actionable recommendations for customers.
Strong communication and project management skills, with experience managing multiple accounts and initiatives simultaneously.
Interest in both the relationship and operational aspects of customer success—supporting adoption, leading training sessions, and delivering measurable outcomes.
Comfort working in a fast-paced, evolving environment where priorities can shift as new products and partnerships develop..
What to Expect from Our Interview Process
Chat with Our Recruiter – A quick intro to get to know you and share more about Apella & the role.
Meet with the Hiring Manager and Case Discussion – Discuss your experience and walk through a relevant scenario together (done live, no take-home work).
Virtual Onsite Interviews – Meet a few team members and dive into areas like collaboration, culture, and role-specific skills (typically 3–4 interviews).
Conversation with a member of our leadership team – Often “reverse interview” style where you can ask questions and make sure we’re the right fit for you.
Our Benefits
Competitive salary and stock options
Flexible vacation policy and a culture that values time for rest and recharging
Remote-first work environment with unique virtual and in-person events to foster team connection
Comprehensive health, dental, and vision insurance—we’re a healthcare company that prioritizes your health
16 weeks of parental leave for all parents
Apella is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We encourage people from all backgrounds to apply to our roles.
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