Customer Success Utilization Manager

Customer Success Utilization Manager - Boston, MA

From the operating room to surgery centers—and everywhere in between—KARL STORZ North America is a global leader in medical technology and advanced visualization solutions. We design specialty innovations, smart instruments and devices, integrated ecosystems, and intelligent imaging—to build a more connected, software-enabled operating room. As an independent, family‑owned Med Tech company, we ambitiously think in generations instead of quarters to improve patients’ lives around the world.

The Customer Success Utilization Manager plays a critical role in managing the overall success, effectiveness, and adoption of installed Operating Room and Video technologies within their respective region. This role delivers key roadmaps for brand growth, serving as a subject‑matter expert consultant who provides customized, strategic guidance to expand product impact and technological capability within the market. The CSUM plays the lead regional role in project managing timely, effective post‑installation of Operating Room and Video Tower systems, investigates and analyzes customer usage trends and metrics to design and implement customer‑specific project mapping, documentation, and training that optimizes and expands the customer’s use of the operating room network.

As the domain expert, the CSUM also develops individualized strategic review plans to ensure continued network growth and collaborates closely with the local sales team to align on service and account growth. This role is based in Boston, MA.

• Act as advisor to drive adoption and utilization of electromechanical products, determining customer‑specific education needs and developing custom training plans based on individual needs analysis and metrics review.
• Demonstrate deployment excellence through high adoption rates compared to benchmarks.
• Review, update, and develop onboarding documentation.
• Manage post‑installation, go‑live, and onboarding progress, consulting with customers to support their post‑install deployment plan.
• Lead proper technical deployment of software, hardware, video, and integration products.

• Onboard, train, and educate physicians, clinicians, and users at all sites of care, adding and training additional users to the product ecosystem.
• Provide customized training for on‑site users based on the specific products deployed and user needs.
• Effectively present and demonstrate KARL STORZ key product procedural applications.
• Provide domain expertise on hardware and software adoption and use cases, including software upgrades and remote upgrades.
• Analyze data to maximize utilization of KARL STORZ software, OR1, and video products.
• Host Quarterly Business Reviews with executive leadership at customer sites to review utilization and adoption statistics and identify tools that impact growth.
• Establish and maintain strong working relationships with nurses, physicians, materials management, and administrative personnel.

• Maintain expert competency in how the entire video and integration product portfolio integrates and functions.
• Maintain expert competency in video and OR1 room management.
• Understand the basics of operating room protocol and flow.

• Consult directly with customers to define the vision of project success following hardware and software installation.
• Collaborate cross‑functionally with regular, documented updates in Salesforce.
• Ensure customers experience a best‑in‑class post‑installation onboarding journey, including clear, well‑documented communication.
• Monitor, collect, and report on customer feedback post‑installation to identify process improvement opportunities.
• Help maintain KARL STORZ’s #1 ranking in customer satisfaction by turning customers into advocates.

• A minimum of 2–3 years in OR sales or service roles, or 2–3 years in a role requiring technical acumen, or 1+ year of KARL STORZ‑specific video and integration service/support experience in the operating room.
• A Bachelor’s degree showing technical aptitude, or a…