Manager, Digital Solutions Customer Success

Vantive is a vital organ therapy company on a mission to extend lives and expand possibilities for patients and care teams everywhere. For 70 years, our team has driven meaningful innovations in kidney care. As we build on our legacy, we are deepening our commitment to elevating the dialysis experience through digital solutions and advanced services, while looking beyond kidney care and investing in transforming vital organ therapies.

Greater flexibility and efficiency in therapy administration for care teams, and longer, fuller lives for patients- that is what Vantive aspires to deliver.

We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us. At Vantive, you will become part of a community of people who are focused, courageous and don't settle for the mediocre. Each of us is driven to help improve patients' lives worldwide. Join us in advancing our mission to extend lives and expand possibilities.

Your Role

The Manager, Digital Solutions - Customer Success within the Digital Enterprise group will be responsible for serving as an end-to-end workflow and product demonstration expert across the digital portfolio. The role partners closely with Sales, Marketing and Product Training teams to drive presales engagement, enable customer understanding of digital value and support adoption across the customer lifecycle. This role will require deep understanding of the digital portfolio in the context of peritoneal dialysis and acute therapies.

What You Will Be Doing

• Member of a high-performing global digital enterprise team supporting Vantive's Digital Enterprise strategy.
• Act as a core contributor on global, cross-functional teams supporting new product launches and geographic expansion initiatives.
• Presale Customer Engagement / Product Demonstration
  :
  Create audience-specific demo workflows that clearly articulate product features, benefits, and differentiators, and demonstrate how digital solutions solve customer business and therapy challenges.
• Therapy-Integrated Storytelling: Clearly position digital products within the broader peritoneal dialysis therapy context, articulating how the digital portfolio supports clinical, operational, and business objectives.
• Content Creation and Management: Developing and managing assets like demo scripts, videos, and recordings to support commercial efforts. Organizing and standardizing digital demo content, ensuring consistency and accessibility for regional teams.
• Product Implementation and Training: Assist in building product staging, roll out and training plans, and train regional commercial team training leads in demo best practices and customer training plans for digital roll outs.
• Direct Customer/Sales Support: Conduct engaging and interactive product demonstrations to current and potential key customers in various settings. Partnering with sales teams to assist in identifying customer needs and driving growth through product solutions.
• Post Implementation Digital Support: Help drive post sale adoption, satisfaction and growth through training on, and assisting with implementing customer engagement and optimization plans including tracking and distributing key metrics.
• Performance and Success Metrics
  :
  Drive and track key performance indicators (KPIs) related to demo effectiveness, customer engagement, adoption and post-implementation success to support continuous improvement.
• Voice of Market and Voice of Customer:
  Serve as the commercial representative for Voice of Market and Voice of Customer, synthesizing insights from pre-sales engagements, customer interactions, and post-implementation feedback to inform Global Digital Enterprise strategy, product evolution and enablement priorities.

What you will bring

• Bachelor's degree with 5+ years of progressive experience in related field; advanced degree is a plus
• Strong results orientation, focused on customer engagement
• Strong digital literacy skills, proficiency with digital products and analytics
• Strong team player, willing and able to support other team members as needed to achieve project goals
• Promotes open, constructive and collaborative relations with leadership, varied teams, peers and client groups
• Demonstrated success in collaborating with cross-functional and global stakeholders
• Customer success experience is highly valued
• Experience in commercial training and education
• Strong communication and interpersonal skills. Ability to build relationships with a variety of people and engage different stakeholders such as nurses, nephrologists, administrators, etc.
• Ability to put processes in place that enable local teams to operate at a high level with less dependance on global support
• Strong results orientation, focused on customer engagement
• Strong digital literacy skills, proficiency with digital products and analytics
• Strong team player, willing and able to support other team members as needed to achieve project goals
• Strong background in renal care, including…