Customer Success Manager

This is a fully remote position, open to applicants in Kentucky, +2 more states.

📋 Description

• Collaborate with Account Executives to identify and prioritize hospitals that require clinical or operational assistance.

• Aid hospitals in achieving and maintaining low blood culture contamination rates through on-site engagement, focused education, and short-term interventions.

• Enhance proper workflow, utilization, and documentation to enable customers to realize operational and financial benefits.

• Build, manage, and deploy a network of per diem nurses in essential hospitals and Integrated Delivery Networks (IDNs).

• Provide product and disease state education while supporting clinical audits, inventory management, product stocking, and compliance follow-up.

• Create and deliver customized education programs for clinicians, nurses, laboratory staff, and administrators.

• Support conferences, workshops, and professional forums.

• Serve as a field liaison among customer sites, Sales, and internal teams.

• Offer data-driven insights on utilization, contamination patterns, and opportunities for performance enhancement.

• Contribute to the development of standardized clinical training protocols.

• Record CSM-led activities and observations in Salesforce for Account Executive follow-up.

• Perform additional duties as assigned.

⛳️ Requirements

• Nursing background is preferred; candidates with clinical experience will be strongly considered.

• 3–5 years of experience in customer success, clinical support, field education, or account management in the healthcare or medical device sectors.

• Strong understanding of hospital operations and the ability to link clinical performance to operational and financial results.

• Experience interacting with hospital stakeholders, including Emergency Department, Laboratory, Infection Prevention, and Nursing Education teams.

• Analytical and data-centric mindset; capable of translating clinical evidence and utilization data into actionable insights.

• Proficiency in Salesforce.com, Tableau, MS Office Suite, ERP, and other enterprise systems.

• Solutions-oriented mindset with the capability to develop practical strategies and drive resolutions.

• Experience in Project Management.

• Demonstrated ability to lead training programs, conduct stakeholder meetings, and communicate clinical and financial value effectively.

• Exceptional problem-solving, relationship management, and communication abilities.

• Capacity to manage multiple projects with urgency and accountability.

• Willingness to travel extensively, up to 75% of the time.

• Ability to regularly lift up to 30 pounds; occasional full mobility may be necessary for reaching, bending, kneeling, stretching, or lifting beyond regular amounts.

🏝️ Benefits

• Competitive compensation.

• Comprehensive benefits package.

• Incentive opportunities.