Customer Success Utilization Manager - Philadelphia, Baltimore
KARL STORZ SE & Co. KG
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Benefits offered by this job
Job summary
KARL STORZ SE & Co. KG is seeking a Customer Success Utilization Manager to drive adoption and long-term value of OR1 and video technologies across Philadelphia, PA and Baltimore, MD.
This role emphasizes regional leadership, cross-functional collaboration, and executive-level engagement with hospitals and clinicians. The ideal candidate brings technical acumen, project management experience, and a passion for helping healthcare organizations maximize technology utilization and outcomes.
Qualifications
- Bachelor's degree or equivalent with technical aptitude.
- 2–3 years in Operating Room Sales or Service, or a technical customer-facing role.
- Travel extensively within the assigned region (up to 50%+).
Responsibilities
- Develop onboarding and utilization strategies to maximize OR1 and video technology value.
- Create customer-specific adoption plans to boost engagement and utilization.
- Analyze usage metrics and identify opportunities for growth and optimization.
- Lead onboarding, go-live activities, and post-installation plans.
- Serve as a regional expert on KARL STORZ video systems and OR1 integration platforms.
- Train clinicians and staff; design customized training programs.
- Maintain customer success plans and executive-level relationships.
Skills
Education
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
Location: Philadelphia, PA (Preferred) or Baltimore, MD
Territory Coverage: Regional with extensive customer site travel
At KARL STORZ, we are committed to advancing healthcare through innovative medical technologies and exceptional customer experiences. Our teams 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.
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 inPhiladelphia, PA (preferred) or Baltimore, MD 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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: Philadelphia, PA (preferred) or Baltimore, MD.
- 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.
At KARL STORZ, you'll have the opportunity to impact how healthcare organizations leverage cutting-edge operating room technologies. You'll partner with leading hospitals, influence customer success strategies, and help drive innovation that improves patient care and operational excellence.
- 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 a condition 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.
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