Customer Success Program Manager

This is a fully remote position, open to applicants in Germany.

📋 Description

• Assist customers throughout the DACH region in achieving long-term operational success.

• Oversee customer onboarding processes and promote the adoption of Intuitive’s products, services, and digital solutions.

• Support customers in reaching their operational objectives, enhancing program performance, and adhering to best practices.

• Empower customers to become self-sufficient by utilizing digital tools and resources.

• Track customer success metrics, identify potential risks and opportunities for improvement, and coordinate necessary actions.

• Act as the main customer advocate within the organization.

• Work collaboratively with Sales, Marketing, Training, Service, and Finance teams.

• Aid in the implementation of new products and robotic surgery initiatives.

• Conduct regular business reviews and maintain customer touchpoints.

• Keep precise customer records and report on customer progress using Customer Success tools and reporting systems.

⛳️ Requirements

• Bachelor’s degree or equivalent professional experience is required.

• A minimum of 5 years of experience in Customer Success, Account Management, Sales, or a similar customer-facing position.

• Ideally, experience within the medical device or healthcare sector.

• Strong skills in project management, process improvement, and stakeholder management.

• Demonstrated ability to establish trusted relationships and collaborate effectively with cross-functional teams.

• Excellent communication and presentation skills in a dynamic, fast-paced setting.

• Strategic mindset accompanied by strong analytical and problem-solving abilities.

• Proficiency in both German and English, with exceptional verbal and written communication skills.

• Experience with CRM and business systems (e.g., Salesforce) is a plus.

• Willingness to travel occasionally is expected.

• For roles subject to US export controls, eligibility may necessitate an approved export license and/or Technology Control Plan prior to the planned start date.

🏝️ Benefits

• Opportunity for remote work; employees are expected to come onsite when requested by leadership.

• Full-time position available.

• Chance to work on innovative technologies that are transforming robotic-assisted surgery and minimally invasive care.

• Engage in cross-functional collaboration with Sales, Marketing, Training, Service, and Finance.

• Opportunities for professional growth through customer onboarding, training, and implementation of new products and robotic surgery programs.