[Hiring] Customer Success Manager @Association of Operating Room Nurses Inc

Role Description

Our Strategic Partnerships & Customer Success Manager supports the AORN Industry team by strengthening relationships with industry partners and internal stakeholders to advance adoption, retention, and growth of AORN educational solutions and industry offerings. This role manages post-sale customer success activities, supports renewal and expansion opportunities, coordinates partner and customer communications, and helps translate customer and industry feedback into actionable insights for product, education, marketing, and sales strategies. The position works collaboratively across AORN teams to ensure a consistent, high-value partner and customer experience that aligns with AORN’s mission and supports revenue goals.

More about what you’ll get to do as our Strategic Partnerships & Customer Success Manager:

• Owns customer onboarding, implementation follow-up, utilization monitoring, and ongoing customer engagement for AORN Industry educational solutions and partner programs.
• Leads proactive quarterly business reviews with customers and partners to evaluate utilization, identify opportunities, address barriers, and reinforce the value of AORN offerings.
• Drives renewal planning by maintaining clear timelines, account health indicators, stakeholder follow-up, and coordinated action plans for upcoming renewals.
• Identifies at-risk accounts through utilization trends, customer feedback, engagement history, and renewal signals; leads outreach and escalation plans to improve retention.
• Creates and maintains clear renewal forecasting, account status reporting, and a repeatable operating cadence that supports visibility, accountability, and revenue planning.
• Partners with Industry Account Executives and Clinical Program Managers to secure renewal revenue, support expansion opportunities, and ensure customer needs are understood and addressed.
• Maintains strong knowledge of AORN Industry offerings, educational solutions, sponsorship opportunities, and related products to identify renewal, expansion, cross-sell, and up-sell opportunities.
• Builds and maintains trusted relationships with industry partners, facility customers, educators, executives, administrators, and decision makers involved in purchasing, implementation, and ongoing engagement.
• Coordinates with Account Executives, Marketing, Education, Nursing, Customer Service, Finance, Technology, Sales, and Clinical Program Managers to deliver a seamless customer and partner experience.
• Uses Salesforce, iMIS, Tableau, Definitive Healthcare, Excel, and other systems to maintain accurate account records, manage renewals, monitor utilization, support forecasting, and provide reports.
• Gathers partner and customer feedback to identify market needs, educational gaps, product opportunities, customer risks, and process improvements.
• Supports development of partner-facing materials, renewal communications, implementation resources, and customer success tools in collaboration with Marketing and Industry leadership.
• Participates in interdepartmental and intradepartmental initiatives, meetings, and projects that support Industry team priorities, revenue goals, customer success, and AORN’s mission.
• Performs other duties as assigned.

Qualifications

• 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.

Requirements

• Successful experience in consultative sales, strategic partnerships, sponsorship support, customer success, or account management with hospitals, surgery centers, health care companies, or associations.
• Understanding of the perioperative, surgical facility, medical device, health care education, or association environment.
• Knowledge of AORN, AORN Industry offerings, and educational solutions provided for the perioperative environment.

Benefits

• Health insurance package options that include a HDHP plan and a PPO plan.
• 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 and 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.