Teams at Incision

Coordinate hospital customer implementations from project planning through onboarding, content and data delivery, technical app customization, training, and knowledge transfer. Serve as the primary hospital contact, manage stakeholders, coordinate data-entry teams, assign workloads, monitor quality, escalate risks, and provide project updates. Support continuous improvement initiatives with Product, Technology, and UX teams while translating user needs into product enhancements.

Lead the US Customer Success and Implementation organization, overseeing retention, churn, expansion enablement, customer health, onboarding, implementation performance, KPI reporting, and operational scalability. Develop team leaders and senior CSMs, manage executive customer escalations, standardize processes, improve forecasting and automation, and align customer feedback with Product, Marketing, Sales, and company strategy.

Implement and guide rollout of the Incision Assist app in hospitals by training and supporting perioperative teams, creating and reviewing medical content, collecting customer feedback, and traveling internationally to ensure successful adoption and high customer satisfaction.