Customer Success Engineer

About Ospitek
Ospitek helps surgical centers improve patient flow, operational visibility, and communication through real-time tracking and analytics. We work directly with clinical and administrative teams to turn operational data into better workflows and measurable results.

We’re looking for a technically strong, personable Customer Success Engineer who can own the customer experience from go-live through ongoing adoption and growth.
About the role
You’ll connect customers, sales, and engineering. You’ll understand how customers work, help them get more value from the platform, and translate their needs into clear, actionable input for our product and engineering teams.

This is a dedicated customer ownership role. You’ll lead training, conduct site visits, review operational performance, and follow through on customer needs. Dedicated implementation and support resources will handle hardware installation and routine support work.

The role works closely with our VP of Product Engineering and commercial leadership.
What you’ll do

• Own customer readiness, go-live coordination, and training, working with the implementation team to ensure a smooth launch.
• Build relationships with site administrators, clinical teams, physicians, and leadership.
• Conduct ongoing site visits and virtual reviews to improve adoption and identify opportunities to expand platform use.
• Review operational KPIs with customers and help demonstrate measurable value and ROI.
• Track customer health, satisfaction, and retention risks, with clear plans to address gaps.
• Understand customer requests, distinguish configuration or training needs from development requirements, and recommend practical solutions.
• Work with product and engineering to clarify requirements, assess feasibility, and set realistic customer expectations.
• Coordinate resolution of customer issues and maintain ownership of communication and follow-through.
• Support sales with product demonstrations, technical discussions, and customer workflow assessments.
• Help customers adopt new capabilities and identify expansion opportunities based on their needs.
• Maintain clear account plans, documentation, and visibility into customer priorities and next steps. What you bring
• A strong technical foundation through an engineering or computer science degree, or equivalent practical experience.
• Experience in customer success engineering, solutions engineering, technical account management, or a similar customer-facing technical role.
• An understanding of software development and the ability to work effectively with developers.
• Confidence discussing integrations, data flows, analytics, and software configuration.
• The ability to translate technical concepts into clear explanations for nontechnical users.
• Strong communication, presentation, and training skills.
• Sound judgment when evaluating requests, discussing tradeoffs, and setting expectations.
• Strong ownership and organization, with the ability to manage multiple customer relationships.
• Willingness to travel regularly to customer sites. Nice to have
• Experience with healthcare technology, surgical centers, or clinical workflows.
• Familiarity with EMR integrations, HL7, APIs, SQL, or business intelligence tools.
• Experience using operational metrics to demonstrate customer value.
• Experience supporting SaaS adoption, retention, and expansion. What success looks like Customers launch confidently, use the platform consistently, and understand the value it delivers. Customer requests reach engineering with clear context and realistic expectations. Sales has a trusted technical partner, and customers have an accountable owner who follows through.