Customer Success Utilization Manager - New Jersey

Karl Storz; Newark (NJ); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical / Dental / Vision

Tuition reimbursement

Paid time off & vacation

Job summary

Karl Storz is seeking a Customer Success Utilization Manager to drive adoption and long-term value of OR1 and video technologies across a New Jersey regional footprint. You will partner with hospitals, clinicians, and executives to ensure successful deployment and sustained utilization.

The role requires strong technical acumen, project management, and consulting experience, with extensive travel so you’ll work closely with healthcare providers to achieve measurable outcomes through our advanced

Qualifications

• Bachelor's degree or equivalent with technical aptitude.
• 2–3 years in Operating Room Sales or Service, OR a technical customer-facing role or related experience.
• Travel extensively throughout the assigned region.
• Strong project management and customer relationship skills.
• Experience in training, educating, or consulting with customers.

Responsibilities

• Develop onboarding and utilization strategies to maximize value of OR1 and video tech.
• Create adoption plans to increase engagement and utilization.
• Analyze usage metrics to identify growth opportunities.
• Establish KPIs and business plans for long-term adoption.
• Manage onboarding, go-live activities, and post-installation plans.
• Monitor milestones for deployment and utilization of hardware/software.
• Maintain onboarding docs and customer success plans.
• Act as strategic consultant during deployment and change management.

Skills

Project management

CRM & stakeholder management

Training & education

Communication

Travel readiness

Education

Bachelor's degree

Tools

OR1 video systems

Video integration platforms

Job description

At KARL STORZ, we believe in not just creating jobs
but building careers. As a family-run company,
we understand the value of long-term relationships and
actively work on promoting them.
When YOU grow, we grow.

Get to know us and join our teamas

Customer Success Utilization Manager - New Jersey

Job Function: Sales

Location: US

Work Location (for field-based positions): Newark, NJ

Location: New Jersey.
Territory Coverage: Regional with extensive customer site travel throughout the state of NJ, sometimes outside.

About KARL STORZ

At KARL STORZ, we are committed to advancing healthcare through innovative medical technologies and exceptional customer experiences. Our team’s partner with healthcare providers to maximize the value of their investments, drive technology adoption, and improve outcomes across the surgical environment. Join us and become part of a collaborative organization dedicated to transforming operating room technology and customer success.

About the Role

KARL STORZ is seeking a highly motivated Customer Success Utilization Manager (CSUM) to serve as the regional expert responsible for driving adoption, utilization, and long-term success of our Operating Room Integration and Video Technologies.

This position can be based on and will support customers throughout the assigned region. As a trusted advisor, you will partner directly with hospitals, physicians, clinicians, executive leadership teams, and internal stakeholders to ensure customers maximize the value of their OR1 and video integrations following installation.

The ideal candidate combines technical expertise, project management skills, customer-facing consulting experience, and a passion for helping healthcare organizations achieve measurable outcomes through technology utilization and adoption.

What You’ll Do

Drive Customer Adoption & Success

• Develop customized onboarding and utilization strategies that help customers realize the full value of their OR1 and video technology investments.
• Create and execute customer-specific adoption plans designed to increase engagement and technology utilization.
• Analyze customer usage metrics and trends to identify opportunities for growth and optimization.
• Establish key performance indicators and business plans to support long-term adoption and success.
• Manage customer onboarding, go-live activities, and post-installation implementation plans.
• Monitor project milestones and ensure successful deployment and utilization of hardware and software solutions.
• Review, update, and maintain onboarding documentation and customer success plans.
• Serve as a strategic consultant to guide customers through deployment and change management initiatives.

Serve as a Technical Subject Matter Expert

• Become the regional expert on KARL STORZ video systems, OR1 integration platforms, software applications, and operating room workflows.
• Provide product expertise and consultative guidance regarding technology utilization and best practices.
• Support software upgrades, technology enhancements, and adoption of new system capabilities.
• Educate customers on clinical workflows and procedural applications that maximize technology effectiveness.

Deliver Training & Education

• Train physicians, clinicians, nurses, administrators, and support staff across multiple care settings.
• Design and deliver customized training programs based on customer needs and technology configurations.
• Expand adoption by onboarding additional users throughout the customer's healthcare network.
• Provide ongoing education to drive sustained utilization and user engagement.

Build Executive Relationships

• Facilitate Quarterly Business Reviews with customer leadership teams.
• Present utilization metrics, adoption trends, and strategic recommendations.
• Collaborate closely with Sales, Service, and Customer Success teams to support account growth and customer retention.
• Maintain strong relationships with healthcare stakeholders across clinical and administrative departments.

Champion Customer Satisfaction

• Collect and analyze customer feedback to identify opportunities for continuous improvement.
• Help ensure every customer experiences a best-in-class onboarding journey.
• Act as a trusted advisor and advocate for customer success throughout the lifecycle of the relationship.

What You Bring

Required Qualifications

• Bachelor's degree with demonstrated technical aptitude, or equivalent combination of education and experience.
• Minimum 2-3 years of experience in:
• Operating Room Sales or Service, OR
• A technical customer-facing role requiring strong technical acumen, OR
• KARL STORZ Video and Integration Service/Support experience.
• Strong project management and customer relationship management capabilities.
• Proven experience training, educating, or consulting with customers.
• Excellent presentation, communication, organizational, and problem-solving skills.
• Ability to work effectively in a matrixed environment and collaborate across functions.
• Willingness and ability to travel extensively throughout the assigned region.

Preferred Qualifications

• Experience within the medical device, healthcare, operating room, audiovisual, or integration technology industry.
• Advanced knowledge of clinical workflows and operating room processes.
• Experience designing implementation plans and driving successful customer adoption programs.
• Experience analyzing utilization metrics and translating data into action plans.
• Knowledge of software adoption strategies and change management principles.

What Will Make You Successful

• A passion for helping customers achieve measurable results through technology.
• Strong leadership presence and consultative communication skills.
• Intellectual curiosity and a desire to continuously learn and improve.
• Ability to thrive in fast-paced, evolving environments.
• Exceptional customer focus and relationship-building capabilities.
• Creativity in developing innovative adoption and utilization strategies.
• Confidence working with executive leaders, clinicians, and technical stakeholders.
• A demonstrated commitment to collaboration, accountability, and customer satisfaction.
• Location:
• Frequent travel to customer locations including hospitals, operating rooms, laboratories, and surgery centers.
• Ability to travel up to 50% or more based on customer and business requirements.
• Must possess a valid driver's license and maintain a satisfactory driving record.
• Work directly with healthcare professionals and advanced medical technologies in clinical environments.

#LI-MN1

MA Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

• Medical / Dental / Vision including a state-of-the-art wellness program and access to pet insurance, too!
• 3 weeks vacation accrual for full time roles,* paid holidays plus paid sick time too
• Up to 8 weeks of 100% paid company parental leave; includes maternal/ paternal leave, adoption, and fostering of a child.
• 401(k) retirement savings plan providing a match of 66.67% (4%) of the employee’s first 6% contribution (up to IRS limits)
• Section 125 Flexible Spending Accounts
• HSA Savings Accounts with company contribution
• Life, STD & LTD Insurance
• We prepay your tuition up to $5,250 per year! - Tuition pre-imbursement
• Fitness reimbursement of up to $200 annually
• And much more! Field sales, internships, and roles that are regularly scheduled to work less than 30 hours per week are not eligible for vacation, except where required by law. Non-employees, including temporary workers and consultants, are not eligible to participate in the KARL STORZ benefits program. KARL STORZ reserves the right to change or modify the employee’s job description whether orally or in writing, at any time during the employment relationship. Additionally, KARL STORZ, through its supervisors, may require an employee to perform duties outside their normal description within the sole discretion of the supervisor. Employees must comply will all applicable KARL STORZ policies and procedures.
• KARL STORZ is committed to maintaining a safe work environment for our employees and customers. Most field-based roles at KARL STORZ require hospital credentialing/health screens as acondition of employment. Credentialing can include required vaccinations, health screens & other requirements as outlined by our customers. During the interview process, we encourage you to askhow credentialing/health screens may impact the role you are seeking and if you require any reasonable accommodations regarding these requirements.

KARL STORZ is committed to maintaining a safe work environment for our employees and customers. Most field-based roles at KARL STORZ require hospital credentialing/health screens as acondition of employment. Credentialing can include required vaccinations, health screens & other requirements as outlined by our customers. During the interview process, we encourage you to askhow credentialing/health screens may impact the role you are seeking and if you require any reasonable accommodations regarding these requirements.