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KARL STORZ Logo KARL STORZ · IT - Software Development

Customer Success Utilization Manager

United States, Salt Lake City 73600.00 - 95600.00 USD / Year · Job Posted May 14, 2026
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Job Description

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.

Job Responsibility

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

Requirements

  • 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
  • Bachelor’s degree with demonstrated technical aptitude, or equivalent combination of education and experience
  • 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

Nice to have

  • Knowledge of OR and clinical workflows
  • Ability to design and execute customer-driven implementation and training plans
  • Experience demonstrating and driving software utilization

What we offer

  • Medical / Dental / Vision including a state-of-the-art wellness program and pet insurance, too!
  • 3 weeks vacation, 11 holidays plus paid sick time
  • Up to 8 weeks of 100% paid company parental leave
  • includes maternal/ paternal leave, adoption, and fostering of a child.
  • 401(k) retirement savings plan providing a match of 60% of the employee’s first 6% contribution (up to IRS limits)
  • Section 125 Flexible Spending Accounts
  • Life, STD, LTD & LTC Insurance
  • We prepay your tuition up to $5,250 per year! - Tuition pre-imbursement
  • Fitness reimbursement of up to $200 annually
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