Customer Success Program Manager - Neuromodulation

Job Overview The Customer Success Program Manager is responsible for driving successful commercialization, onboarding, activation, adoption, and utilization of Connected Health solutions across neuromodulation. The role serves as the primary operational conduit between Field Sales, FTC teams, Hospital IT, customers, and internal stakeholders to ensure cloud‑connected products are successfully deployed, integrated into clinical workflows, and translated into measurable commercial impact. Responsibilities Site Access & Activation Lead onboarding and activation workflows for Connected Health platforms, including customer enrollment, contracting coordination, cybersecurity reviews, and site readiness activities. Drive initiatives that reduce activation timelines and support sustained post‑activation engagement. Capture and communicate site‑specific learnings, onboarding challenges, and adoption insights back to the Core Team to continuously improve customer access and activation success. Adoption, Utilization & Customer Success Drive platform adoption and utilization through proactive customer engagement, workflow integration, educational support, and targeted follow‑up initiatives. Monitor utilization trends and engagement metrics to identify growth opportunities, support active accounts, and help recover at‑risk or low‑utilization customers. Support customer and field training initiatives to improve product knowledge, workflow adoption, and long‑term customer engagement. Field Enablement & Commercial Support Serve as the primary Connected Health operational partner for Sales and FTC teams to support customer deployment, onboarding, and ongoing engagement. Build scalable playbooks, workflows, and enablement materials that support consistent field execution and reduce operational burden tied to onboarding and troubleshooting activities. Support launch readiness activities and ongoing commercialization efforts for cloud‑connected products. Data Insights & Business Performance Analyze platform usage trends and customer engagement data to identify insights, risks, and opportunities for commercial growth. Support development of adoption dashboards and reporting tools used to track activation timelines, active accounts, engagement rates, utilization trends, and revenue impact influenced by Connected Health adoption. Must Have: Minimum Requirements Bachelor's Degree Minimum of 5 years of relevant experience, or advanced degree with a minimum of 3 years of relevant experience For Baccalaureate degrees earned outside of the United States, a degree that satisfies 8 C.F.R. § 214.2(h)(4)(iii)(A) is required. Nice to Have Experience navigating hospital IT, cybersecurity, contracting, or customer onboarding workflows. Strong cross‑functional collaboration and project management skills. Experience working closely with commercial field teams and customer‑facing stakeholders. Strong communication, organizational, and operational problem‑solving abilities. Analytical mindset with the ability to interpret utilization data and translate insights into action. 2+ years of experience in neuromodulation, including SCS or DBS commercial, clinical, or customer‑facing roles. Experience supporting connected medical devices, cloud‑based healthcare platforms, or digital health technologies. Familiarity with healthcare cybersecurity processes, HIPAA, SOC 2, or hospital IT review workflows. Experience leveraging CRM systems, adoption dashboards, or customer engagement analytics. Experience supporting commercialization or launch execution for digital health products. Physical Job Requirements Employees are regularly required to be independently mobile, interact with a computer, and communicate with peers and co‑workers. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. U.S. Work Authorization & Sponsorship Roles below the Principal level require candidates to possess unrestricted U.S. work authorization at the time of hire and for the duration of employment. Benefits & Compensation Salary range (U.S., excluding Puerto Rico): $107,200.00 – $160,800.00. Short‑term incentive known as the Medtronic Incentive Plan (MIP). Health, Dental, Vision insurance. Health Savings Account and Healthcare Flexible Spending Account. Life insurance, Long‑term disability leave. Dependent daycare spending account, Tuition assistance/reimbursement. 401(k) plan with employer contribution and match. Paid time off, Paid holidays, Employee Stock Purchase Plan, Employee Assistance Program. Non‑qualified Retirement Plan Supplement, Capital Accumulation Plan (for senior roles). Additional benefits include short‑term disability, paid holidays, and family benefits for eligible employees. Equal Employment Opportunity Medtronic provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. Medtronic will provide reasonable accommodations for qualified individuals with disabilities. #J-18808-Ljbffr