Customer Success Utilization Manager
About the role
The Customer Success Utilization Manager (CSUM) is responsible for driving adoption, utilization, and long-term success of installed Operating Room and Video technologies within an assigned region. Serving as a subject matter expert and strategic advisor, the CSUM ensures effective post-installation onboarding, training, and optimization of hardware and software solutions. This role partners closely with customers and internal sales teams to maximize value, satisfaction, and growth. The CSUM reports to the Manager, Customer Success Utilization.
What You'll Do
- Lead regional post-installation execution for OR and Video Tower projects, ensuring on-time, successful go-live.
- Manage post-installation plans, progress, documentation, and customer feedback.
- Act as primary consultant to define and deliver customer-specific success outcomes following installation.
What You Bring
- 2–3 years in OR sales, service, or technical roles; 1+ year of KARL STORZ video and integration service/support experience; or equivalent technical or operating room experience.
- Bachelor's degree with demonstrated technical aptitude, or equivalent combination of education and experience.
- Knowledge of OR and clinical workflows.
- Ability to design and execute customer-driven implementation and training plans.
- Experience demonstrating and driving software utilization.
- Travel up to 50–80% depending on account needs.
- Ability to work in hospital environments alongside sensitive equipment and patients; this is a safety-sensitive position requiring strict adherence to quality standards.
What Will Make You Successful
- Strong leadership, communication, and organizational skills.
- Consultative mindset with intellectual curiosity and creativity.
- Proven ability to work cross-functionally in a matrixed environment.
- High ethical standards, adaptability, and comfort in fast-paced or ambiguous situations.
- Strong customer satisfaction track record.
Why KARL STORZ?
Join KARL STORZ and be part of a team creating medical innovations that truly make a difference. Beyond technology, you'll be part of a culture that values talent as its greatest asset, empowering you to contribute to a mission that improves patient care worldwide.