Customer Success Manager – Benelux

About Incision
Operating rooms are under pressure. Staff shortages, increasing complexity, and a growing demand for care make it increasingly challenging for hospitals to keep teams optimally prepared.

Incision helps hospitals optimally support OR staff with two powerful solutions. With Incision Assist, healthcare professionals always have access to up-to-date work instructions, surgical preferences, procedural knowledge, and the practical information they need in their daily work. Additionally, Incision Academy offers an extensive online learning platform with accredited courses for OR staff.

Today, hospitals in more than 20 countries work with Incision. They use our solutions to onboard new employees faster, better secure knowledge, strengthen collaboration within teams, and improve the quality and efficiency of care.

💙 Impact & quality: We strive for innovation and quality in everything we do.

📚 Learning & development: We share knowledge, learn from each other, and continue to develop ourselves.

🤝 Collaboration: We work together, help each other move forward, and celebrate successes together.

Why we are looking for you
We are in an important growth phase. Therefore, we are looking for an energetic, creative, and entrepreneurial Customer Success Manager who will take our customer relationships to a higher level after the sale. In this role, you are at the heart of clinical practice: you work with hospitals, clinical teams, and decision-makers on better adoption, more impact, and lasting value from Incision's solutions.

This is a role for someone who gets energy from complex healthcare environments, building strong relationships, and achieving tangible results. Someone who does not wait, but thinks ahead. Who sees opportunities, brings customers along, and helps digital innovation truly land in daily clinical practice.

You will become part of the growing Incision team and work closely with colleagues within Sales, Customer Success, and Implementation. Together, we will continue to build our position in the Netherlands and Belgium—and increase our impact on healthcare.

• As Customer Success Manager, you are the most important partner for our customers after the contract is signed. You ensure that new customers start smoothly, our solutions are actively used, and the value for the organization becomes clearly visible.

• You build sustainable relationships with clinical, operational, and administrative stakeholders.

• You understand their challenges, speak their language, and know how to create trust at different levels within the organization.

• You proactively monitor account health, closely follow usage and feedback, and identify risks and growth opportunities early. Where necessary, you take direct action to increase customer satisfaction, adoption, and impact.

• You work closely with Product, Implementation, Sales, and Marketing to translate customer insights into better processes, sharper propositions, and an increasingly strong customer journey.

• You organize and facilitate business reviews and strategic sessions in which you make results insightful, make ROI discussable, and explore new opportunities for growth together with customers. Additionally, you represent Incision during customer meetings, on-site meetings, and relevant events in the healthcare sector.

• You are a strong ambassador for Incision and a powerful voice of the customer within our organization.

• The role is remote-based within the Benelux, with regular travel to customers and events in the Netherlands and Belgium. Depending on customer and business needs, the travel frequency is expected to be between 25% and 50%.

• You have at least 5 years of experience in Customer Success, Account Management, or a similar role within healthcare, SaaS, medtech, or digital healthcare solutions.

• You have demonstrable experience with enterprise accounts within healthcare and know how to build relationships with both operational teams and senior stakeholders and decision-makers.

• You have a strong track record in increasing customer adoption, retention, and growth within a start-up or scale-up environment.

• You communicate clearly, persuasively, and empathically, and know how to convey complex topics in an accessible way.

• You are proactive, creative, and solution-oriented. You see where customers get stuck, think ahead, and know how to get the right people moving.

• You feel at home in an international, dynamic, and fast-growing organization and enjoy working with teams in different countries.

• You are well-organized, detail-oriented, and result-oriented, and have experience with CRM systems and customer success platforms.

• You speak and write fluent Dutch and English.

• Experience with hospitals, healthcare institutions, perioperative teams, clinical teams, and working in or around clinical environments.

• Knowledge of healthcare processes, procurement processes, decision-making, and clinical workflows within the Benelux healthcare market.

• Experience with scaling SaaS adoption within large, complex healthcare organizations.

• A network within hospitals, healthcare groups, or broader healthcare systems in the Netherlands and Belgium.

What we offer:

🚀 The chance to make an impact on the future of healthcare

🏢 A diverse and inclusive workplace: be part of an open culture where everyone is valued

🌍 An international team working at the intersection of healthcare, technology, and education

📚 Space for personal development, training, and professional growth

🏡 Hybrid working: from our office in Amsterdam and from home

📈 A role within a fast-growing international healthtech scale-up

💻 Modern workplace including laptop and home office facilities

💡 Pension scheme, travel allowance, and OpenUp

🎉 Regular team activities, knowledge sessions, and social events

💰 A competitive salary