Customer Success Utilization Manager

About KARL STORZ

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 MedTech company, we ambitiously think in generations instead of quarters to improve patients' lives around the world.

About the Role

The Customer Success Utilization Manager (CSUM) is responsible for driving adoption, utilization, and long-term success of installed Operating Room and Video technologies within an assigned region. Serving as a subject matter expert and strategic advisor, the CSUM ensures effective post-installation onboarding, training, and optimization of hardware and software solutions. This role partners closely with customers and internal sales teams to maximize value, satisfaction, and growth. The CSUM reports to the Manager, Customer Success Utilization.

This role is based in Salt Lake City, UT.

What You'll Do

Post-Installation Project Leadership

• Lead regional post-installation execution for OR and Video Tower projects, ensuring on-time, successful go-live.
• Manage post-installation plans, progress, documentation, and customer feedback.
• Act as primary consultant to define and deliver customer-specific success outcomes following installation.

Utilization & Adoption Management

• Analyze usage data and customer metrics to drive adoption and identify expansion opportunities.
• Design and implement customized utilization, training, and adoption plans across hospital enterprises.
• Conduct Quarterly Business Reviews with customer leadership to review performance, utilization, and growth opportunities.

Training & Education

• Onboard and train physicians, clinicians, and staff across all sites of care.
• Deliver customized, product-specific training and demonstrations of procedural applications.
• Provide expertise on hardware, software, integrations, upgrades, and use cases.

Subject Matter Expertise

• Serve as expert on video, integration, and OR1 room management solutions.
• Understand operating room workflows and protocols to support effective deployment and use.

Customer Experience & Collaboration

• Ensure a best-in-class onboarding and post-installation customer experience.
• Build strong relationships with clinical, administrative, and materials management stakeholders.
• Partner with sales and internal teams to align service delivery, growth, and account strategy.
• Collect and report customer feedback to support continuous improvement.

What You Bring

• 2-3 years in OR sales, service, or technical roles; 1+ year of KARL STORZ video and integration service/support experience; or equivalent technical or operating room experience.
• Bachelor's degree with demonstrated technical aptitude, or equivalent combination of education and experience.
• Knowledge of OR and clinical workflows.
• Ability to design and execute customer-driven implementation and training plans.
• Experience demonstrating and driving software utilization.
• Travel up to 50-80% depending on account needs.
• Ability to work in hospital environments alongside sensitive equipment and patients; this is a safety-sensitive position requiring strict adherence to quality standards.

What Will Make You Successful

• Strong leadership, communication, and organizational skills.
• Consultative mindset with intellectual curiosity and creativity.
• Proven ability to work cross-functionally in a matrixed environment.
• High ethical standards, adaptability, and comfort in fast-paced or ambiguous situations.
• Strong customer satisfaction track record.

Why KARL STORZ?

Join KARL STORZ and be part of a team creating medical innovations that truly make a difference. Beyond technology, you'll be part of a culture that values talent as its greatest asset, empowering you to contribute to a mission that improves patient care worldwide.

Ready to make an impact? Apply to be our next Customer Success Utilization Manager and help us build the future of MedTech together.

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