Customer Success Utilization Manager - Philadelphia, Baltimore
US
Location: Philadelphia, PA (Preferred) or Baltimore, MD
Territory Coverage: Regional with extensive customer site travel
About KARL STORZ
At KARL STORZ, we are committed to advancing healthcare through innovative medical technologies and exceptional customer experiences. Our teams partner with healthcare providers to maximize the value of their investments, drive technology adoption, and improve outcomes across the surgical environment. Join us and become part of a collaborative organization dedicated to transforming operating room technology and customer success.
About the Role
KARL STORZ is seeking a highly motivated Customer Success Utilization Manager (CSUM) to serve as the regional expert responsible for driving adoption, utilization, and long-term success of our Operating Room Integration and Video Technologies.
This position can be based in Philadelphia, PA (preferred) or Baltimore, MD and will support customers throughout the assigned region. As a trusted advisor, you will partner directly with hospitals, physicians, clinicians, executive leadership teams, and internal stakeholders to ensure customers maximize the value of their OR1 and video integrations following installation.
The ideal candidate combines technical expertise, project management skills, customer-facing consulting experience, and a passion for helping healthcare organizations achieve measurable outcomes through technology utilization and adoption.
What You'll Do
Drive Customer Adoption & Success
- Develop customized onboarding and utilization strategies that help customers realize the full value of their OR1 and video technology investments.
- Create and execute customer-specific adoption plans designed to increase engagement and technology utilization.
- Analyze customer usage metrics and trends to identify opportunities for growth and optimization.
- Establish key performance indicators and business plans to support long-term adoption and success.
Lead Post-Installation Project Management
- Manage customer onboarding, go-live activities, and post-installation implementation plans.
- Monitor project milestones and ensure successful deployment and utilization of hardware and software solutions.
- Review, update, and maintain onboarding documentation and customer success plans.
- Serve as a strategic consultant to guide customers through deployment and change management initiatives.
Serve as a Technical Subject Matter Expert
- Become the regional expert on KARL STORZ video systems, OR1 integration platforms, software applications, and operating room workflows.
- Provide product expertise and consultative guidance regarding technology utilization and best practices.
- Support software upgrades, technology enhancements, and adoption of new system capabilities.
- Educate customers on clinical workflows and procedural applications that maximize technology effectiveness.
Deliver Training & Education
- Train physicians, clinicians, nurses, administrators, and support staff across multiple care settings.
- Design and deliver customized training programs based on customer needs and technology configurations.
- Expand adoption by onboarding additional users throughout the customer's healthcare network.
- Provide ongoing education to drive sustained utilization and user engagement.
Build Executive Relationships
- Facilitate Quarterly Business Reviews with customer leadership teams.
- Present utilization metrics, adoption trends, and strategic recommendations.
- Collaborate closely with Sales, Service, and Customer Success teams to support account growth and customer retention.
- Maintain strong relationships with healthcare stakeholders across clinical and administrative departments.
Champion Customer Satisfaction
- Collect and analyze customer feedback to identify opportunities for continuous improvement.
- Help ensure every customer experiences a best-in-class onboarding journey.
- Act as a trusted advisor and advocate for customer success throughout the lifecycle of the relationship.
What You Bring
Required Qualifications
- Bachelor's degree with demonstrated technical aptitude, or equivalent combination of education and experience.
- Minimum 2-3 years of experience in:
- Operating Room Sales or Service, OR
- A technical customer-facing role requiring strong technical acumen, OR
- KARL STORZ Video and Integration Service/Support experience.
- Strong project management and customer relationship management capabilities.
- Proven experience training, educating, or consulting with customers.
- Excellent presentation, communication, organizational, and problem-solving skills.
- Ability to work effectively in a matrixed environment and collaborate across functions.
- Willingness and ability to travel extensively throughout the assigned region.
Preferred Qualifications
- Experience within the medical device, healthcare, operating room, audiovisual, or integration technology industry.
- Advanced knowledge of clinical workflows and operating room processes.
- Experience designing implementation plans and driving successful customer adoption programs.
- Experience analyzing utilization metrics and translating data into action plans.
- Knowledge of software adoption strategies and change management principles.
What Will Make You Successful
- A passion for helping customers achieve measurable results through technology.
- Strong leadership presence and consultative communication skills.
- Intellectual curiosity and a desire to continuously learn and improve.
- Ability to thrive in fast-paced, evolving environments.
- Exceptional customer focus and relationship-building capabilities.
- Creativity in developing innovative adoption and utilization strategies.
- Confidence working with executive leaders, clinicians, and technical stakeholders.
- A demonstrated commitment to collaboration, accountability, and customer satisfaction.
Travel & Work Environment
- Location: Philadelphia, PA (preferred) or Baltimore, MD.
- Frequent travel to customer locations including hospitals, operating rooms, laboratories, and surgery centers.
- Ability to travel up to 50% or more based on customer and business requirements.
- Must possess a valid driver's license and maintain a satisfactory driving record.
- Work directly with healthcare professionals and advanced medical technologies in clinical environments.
Why Join KARL STORZ?
At KARL STORZ, you'll have the opportunity to impact how healthcare organizations leverage cutting-edge operating room technologies. You'll partner with leading hospitals, influence customer success strategies, and help drive innovation that improves patient care and operational excellence.
If you're passionate about technology adoption, customer success, and transforming healthcare through innovative solutions, we encourage you to apply today.
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KARL STORZ is committed to maintaining a safe work environment for our employees and customers. Most field-based roles at KARL STORZ require hospital credentialing/health screens as a condition of employment. Credentialing can include required vaccinations, health screens & other requirements as outlined by our customers. During the interview process, we encourage you to ask how credentialing/health screens may impact the role you are seeking and if you require any reasonable accommodations regarding these requirements.
The pay range and/or hourly pay rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job posting and may be modified in the future. When determining a specific team member’s base salary and/or hourly pay rate, several factors will be considered including such things as location, specialty, service line, years of relevant experience, education, professional credentials, internal equity, and the amount budgeted for the role.
KARL STORZ is committed to creating an inclusive space where employees are valued for their skills and unique experiences. To achieve this goal, we are committed to diverse voices, and all applicants will receive consideration without regard to race, color, sex, national origin, disability, veteran status, or any other protected characteristic. KARL STORZ is also committed to providing reasonable accommodations during our recruitment process. Should you need assistance or accommodation please email us at taoperations@karlstorz.com.
