Strategic Customer Success Programs Lead

Intuitive; Brussel; On-site; EUR 65,000 - 95,000; Full time

Job summary

Intuitive is seeking a Customer Success Program Manager to guide healthcare customers toward long-term success. The role focuses on onboarding, education of best practices, and ongoing advocacy across internal teams.

You will work to ensure customers gain value from Intuitive’s digital tools and services while coordinating with Sales, Marketing, and Finance to optimize outcomes. Occasional travel may be required.

Qualifications

• Bachelor’s degree or relevant work experience is required.
• 5-10 yrs. of experience in account management, sales, marketing or a similar Customer Success role, preferably in the medical device or healthcare industry.
• Natural ability to build strong relationships, maintain a positive attitude and strategic thinking.
• Project Management and Process Improvement skills.
• Comfortable working within a matrix environment and influence management.
• Demonstrated ability to work cross-functionally and present effectively.
• Fluency in French (Native preferred) and English; other European languages a plus.
• Occasional travels may be required.

Responsibilities

• Manage the onboarding process for selected Intuitive customers across the lifecycle.
• Become an expert of Intuitive Ecosystem offerings to fit hospital stakeholders’ needs.
• Collaborate cross-functionally with Leadership, Sales, Marketing, Finance, and Field Services.
• Monitor outcomes to ensure long-term customer success and prevent bottlenecks.
• Advocate for customers and coordinate with internal teams to resolve issues.
• Track customer interactions and milestones using CS systems.
• Monitor Customer Health dashboard and coordinate actions with stakeholders.
• Identify improvement opportunities to optimize performance at customer sites.
• Support product launches and robotic program implementations for customers.
• Educate Sales and Shared Services on available resources and best practices.

Skills

Account management

Project management

Process improvement

Cross-functional

Communication

CRM systems

Salesforce

Gainsight

SAP ERP

MS Office

French English

Education

Bachelor's degree or equivalent

Tools

SAP ERP

CRM systems

Salesforce

Gainsight

Job description

Intuitive is seeking a Customer Success Program Manager to guide healthcare customers toward long-term success. The role focuses on onboarding, education of best practices, and ongoing advocacy across internal teams.

You will work to ensure customers gain value from Intuitive’s digital tools and services while coordinating with Sales, Marketing, and Finance to optimize outcomes. Occasional travel may be required.