Customer Success Utilization Manager

Location: Salt Lake City, UT

Job Purpose

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.

Key Responsibilities

Post-Installation Project Leadership

• 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.

Utilization & Adoption Management

• Analyze usage data and customer metrics to drive adoption and identify expansion opportunities.
• Design and implement customized utilization, training, and adoption plans across hospital enterprises.
• Conduct Quarterly Business Reviews with customer leadership to review performance, utilization, and growth opportunities.

Training & Education

• Onboard and train physicians, clinicians, and staff across all sites of care.
• Deliver customized, product-specific training and demonstrations of procedural applications.
• Provide expertise on hardware, software, integrations, upgrades, and use cases.

Subject Matter Expertise

• Serve as expert on video, integration, and OR1 room management solutions.
• Understand operating room workflows and protocols to support effective deployment and use.

Customer Experience & Collaboration

• Ensure a best-in-class onboarding and post-installation customer experience.
• Build strong relationships with clinical, administrative, and materials management stakeholders.
• Partner with sales and internal teams to align service delivery, growth, and account strategy.
• Collect and report customer feedback to support continuous improvement.

Qualifications

Experience

• 2–3 years in OR sales, service, or technical roles, or
• 1+ year of KARL STORZ video and integration service/support experience, or
• Equivalent technical or operating room experience.

Education

• Bachelor’s degree with demonstrated technical aptitude, or equivalent combination of education and experience.

Soft Skills

• 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

Technical Skills (Preferred)

• Knowledge of OR and clinical workflows
• Ability to design and execute customer-driven implementation and training plans
• Experience demonstrating and driving software utilization

Additional Requirements

• Travel up to 50–80% depending on account needs
• Work in hospital environments alongside sensitive equipment and patients
• Safety-sensitive position with strict adherence to quality standards

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