Customer Success Utilization Manager
US
Location: Salt Lake City, UT
Job Purpose
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.
Key Responsibilities
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.
Qualifications
Experience
- 2–3 years in OR sales, service, or technical roles, or
- 1+ year of KARL STORZ video and integration service/support experience, or
- Equivalent technical or operating room experience.
Education
- Bachelor’s degree with demonstrated technical aptitude, or equivalent combination of education and experience.
Soft Skills
- 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
Technical Skills (Preferred)
- Knowledge of OR and clinical workflows
- Ability to design and execute customer-driven implementation and training plans
- Experience demonstrating and driving software utilization
Additional Requirements
- Travel up to 50–80% depending on account needs
- Work in hospital environments alongside sensitive equipment and patients
- Safety-sensitive position with strict adherence to quality standards
#LI-KY1
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.
