Senior Product Manager - Customer Success

Kaleido; Utrecht; On-site; EUR 75,000 - 95,000; Full time

Job summary

A leading medical technology company in Utrecht is seeking a Senior Product Manager Customer Success. You will define user experiences, ensuring training and onboarding are effective while maintaining compliance. Ideal candidates have significant experience in product management within regulated industries, demonstrating strong customer empathy and stakeholder management skills. Join a dynamic team committed to making a real difference in diabetes care.

Qualifications

• 8-10 years' experience in customer-centric product roles.
• Expertise in medical devices or highly regulated industries is a plus.
• Experience in creating scalable training and troubleshooting environments.

Responsibilities

• Define end-to-end user experience for Kaleido.
• Translate insights into product requirements and solutions.
• Develop onboarding tools across multiple distribution models.

Skills

Customer empathy

Product management

Stakeholder management

Communication

Job description

At ViCentra, we’re on a mission to redefine what’s possible in diabetes care. We combine technological innovation with human-centered design to empower people with more freedom, confidence, and life on their terms.

We believe that when ambition meets purpose, remarkable things happen. If you thrive in a space where ideas accelerate, challenges spark growth, and making a difference is the goal, ViCentra is your next great adventure.

This role is one of the most critical in shaping Kaleido’s success. You will define how users experience our product, from their first onboarding moment to years of daily use. Your work ensures retention, renewals, and, most importantly, satisfied Kaleidoers who can focus on living their life with freedom.

As our Senior Product Manager Customer Success, you will design and implement solutions that ensure training, onboarding, troubleshooting, and support are delivered at scale, while staying true to the Kaleido experience: simple, intuitive, and positive.

What you’ll take on

In your role, you will:

• Define and deliver the end-to-end Kaleido user experience, from training, onboarding, and troubleshooting to long-term retention.
• Translate customer insights, user journeys, and regulatory needs into product requirements and scalable solutions.
• Develop and implement digital onboarding and troubleshooting tools that fit multiple distribution models across countries.
• Create, manage, and continuously improve training materials that comply with regulatory requirements (MDR/FDA) and meet user and partner needs.
• Act as the voice of the customer, ensuring product and service decisions reflect real-world user experience.
• Collaborate closely with QA/RA to balance compliance with simplicity and usability.
• Own relationships with external vendors and agencies, assessing solutions with a critical and business-savvy mindset.
• Develop tools and environments that enable distributors, partners, and trainers to onboard thousands of users efficiently.
• Use data (quantitative and qualitative) to measure customer success outcomes (NPS, retention, drop-out rates) and adjust strategies accordingly.
• Align product-related customer experience initiatives with commercial and strategic expansion goals.

What you bring

• Strong track record in product management with at least 8–10 years’ experience in customer-centric product roles.
• Proven expertise in medical devices, healthcare, or highly regulated industries. Diabetes experience is a major plus.
• Demonstrated success in creating training and troubleshooting environments that scale.
• Skilled at managing cross-functional stakeholders and navigating complex requirements between commercial, regulatory, and technical teams.
• Comfortable working hands-on in a scale-up environment, balancing strategy with execution.
• Strong customer empathy, with a clear passion for improving patient and user experience.
• Exceptional communicator, able to distil complex technical and regulatory challenges into simple, user-friendly solutions.
• Experience engaging and managing external vendors/partners.
• Business-savvy judgment; ability to make the right calls in ambiguous situations.

Working at ViCentra means joining a team defined by:

• Courage to create: We experiment, challenge norms, and learn fast.
• Trust above all: Integrity, honesty, and openness shape our relationships.
• Customer-first mindset: Every idea is measured by the impact on those we serve.
• A drive for excellence: We hold ourselves to the highest standard because lives depend on it.

Grow with purpose

• Harness your talent for a mission that truly matters.
• Enjoy creative freedom, supportive teamwork, and room to lead initiatives.
• Make a direct impact in people’s lives, today and into the future.
• Be surrounded by innovators who challenge and cheer you on.

We believe a powerful team is built on unique backgrounds and points of view. If this opportunity excites you but you’re unsure if you fit every bullet, we want to hear your story.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Product Management, Marketing, and Customer Service

Industries: Medical Equipment Manufacturing