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

• 23 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

• Bachelors 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 5080% 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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