Customer Success Manager

Apella is applying computer vision, machine learning, and natural language processing 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.

We are looking for a Customer Success Manager to join our dedicated team focused on serving Apella's key development partner—one of our most strategic and innovative hospital customers. This individual will play a critical role in ensuring our partner's success with Apella's product offerings, while also advancing their advocacy and influence within the healthcare community.

This role blends customer success, product operations, and data insights to drive outcomes across hundreds of live operating rooms. The ideal candidate is a relationship builder who thrives at the intersection of healthcare operations and technology, skilled at surfacing insights, project management, supporting adoption, and strengthening partnerships that shape Apella's future products. You're energized by using data to tell a story, translating insights into actionable strategies that drive improvement and demonstrate value for our partners.

• Be an integral member of the team dedicated exclusively to Apella's development partner, reporting to a Senior Customer Success Manager and contributing to consistent, high-quality engagement and delivery.

• Manage and grow relationships with hospital stakeholders, serving as a trusted advisor for clinical and operational leaders.

• Lead and facilitate customer training sessions across sites including onboarding for new implementations and refresher trainings as new products are launched and existing solutions evolve.

• Drive adoption and engagement across hundreds of live 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 Product, Engineering, and Data teams to provide customer feedback that informs product direction.

• Support discovery initiatives and beta testing for new products within this development partnership.

• Develop reports and customer-facing deliverables that translate Apella's proprietary data into actionable insights, helping partners optimize operations and outcomes.

• Spend regular time onsite with the development partner's health system in Houston to maintain relationships and advance key initiatives.

• This role includes quarterly travel to join company-wide and cross-functional events.

• Houston, TX–based (preferred) or willing to travel frequently to the Houston area to support local customers.

• 2–4 years of experience in customer success or account management in healthcare or SaaS.

• Proven ability to build trusted relationships with clinical and administrative stakeholders, ideally within large or complex health systems.

• Comfort using data and insights to demonstrate value, build reports, and translate complex information into clear, actionable recommendations for customers.

• Strong communication and organizational skills, with experience managing multiple accounts or projects simultaneously.

• Interest in both the relationship and operational aspects of customer success—supporting adoption, leading training sessions, and delivering measurable outcomes.

• A collaborative mindset and enthusiasm for working as part of the team dedicated to Apella's key development partner, reporting to a Senior Customer Success Manager.

• Willingness to travel outside of Houston at least quarterly for company engagements and to spend additional time onsite in Houston as needed to support the partner's success.

• Comfort working in a fast-paced, evolving environment where priorities can shift as new products and partnerships develop.

• 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.

• 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

• 4 months of parental leave for all parents