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 plays a critical role in managing the overall success, effectiveness, and adoption of installed Operating Room/Video technologies (hardware and software) within their region. This role leads regional project management of post-installation deployment, partnering directly with customers to analyze usage trends and metrics, and designing customer-specific training, documentation, and strategic review plans that drive continued growth and utilization of the OR network. Acting as a subject matter expert consultant, this person will collaborate closely with the local sales team to ensure alignment on service and account growth.

This role is based in the Los Angeles, CA area, supporting customer accounts throughout the region, with up to 80% travel depending on account needs.

What You'll Do

Utilization and Adoption Management

• Consult with customers to build a customized strategy that drives understanding, utilization, and adoption of purchased products, bringing the value of their installation to life
• Design, plan, and execute utilization and adoption programs at large hospital accounts following video/OR1 installation
• Establish and track key customer metrics to drive utilization and build sustainable, custom growth plans across hospital enterprises
• Onboard, train, and educate physicians, clinicians, and users across all sites of care, expanding the user base for the product ecosystem
• Analyze data to maximize customer utilization of KARL STORZ software, OR1, and video products
• Host Quarterly Business Reviews with executive leadership to review utilization and adoption metrics and identify growth opportunities

Project Management & Deployment

• Plan, oversee, and execute post-installation implementation protocols, providing documented feedback to enhance each customer's path to success
• Consult directly with customers to define the vision of success following hardware and software installation
• Lead technical deployment of software, hardware, video, and integration products
• Maintain regular, documented collaboration with internal teams via Salesforce

Customer Satisfaction

• Ensure a best-in-class post-installation onboarding journey, backed by clear, consistent communication
• Monitor, collect, and report on customer feedback to identify process improvement opportunities
• Build and maintain strong working relationships with nurses, physicians, materials management, and administrative staff

What You Bring

• A minimum of 2-3 years of experience in OR Sales or Service roles within the Operating Room, or 2-3 years in a role requiring strong technical acumen, or 1 year of KARL STORZ-specific Video and Integration Service/Support experience in the operating room
• A Bachelor's degree demonstrating technical aptitude, or a Bachelor's degree plus 3 years of operating room or technical AV experience, or equivalent additional years of relevant experience
• Expert-level competency in video and OR1 room management, with strong working knowledge of how the full video and integration product portfolio functions together
• Willingness to travel up to 80% depending on the account, with a good driving record
• Comfort operating in and around hospital personnel, sensitive medical equipment, and patients

What Will Make You Successful

• Outstanding personal leadership and intellectual curiosity
• Creativity in developing new approaches to improve the customer experience
• Excellent interpersonal and communication skills, with the ability to work effectively with executives across the company, partners, and clients
• A sense of urgency and healthy impatience with the status quo
• Comfort operating in ambiguous or high-stress situations
• A proven track record working collaboratively in a matrixed environment, with strong multitasking skills
• Experience in the medical device or healthcare marketplace is a plus
• Demonstrated ability to teach and educate through a structured process model with clear short- and long-term objectives is a plus
• Experience designing and executing customer-informed implementation plans is a plus

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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