Manager, Clinical Customer Success

ICU Medical

1d•Remote

About The Position

The Manager, Clinical Customer Success, is responsible for leading the post-go-live success strategy for ICU Medical’s infusion device and consumables portfolio. This role oversees the customer success nursing team, ensuring customers receive exceptional clinical support, proactive engagement, and measurable value throughout the post-implementation lifecycle. The manager partners cross-functionally with Sales, Implementation, Professional Services, and Technical Support to optimize customer experience, strengthen retention, and drive clinical outcomes across assigned health systems.

Requirements

Strong clinical judgment and ability to translate clinical workflows into actionable troubleshooting insights.
Excellent verbal and written communication skills, with the ability to communicate clearly with clinicians, technical teams, and leadership.
Demonstrated customer service, problem-solving, and conflict resolution skills.
Ability to build positive, professional relationships with nursing staff, biomedical teams, pharmacists, and leadership stakeholders.
Comfortable working in both clinical and technical environments.
Must be at least 18 years of age
Bachelor of Science in Nursing (BSN) required, Advanced degree (MSN or MBA) preferred.
5+ years acute care clinical experience required.
5+ years of clinical leadership experience required.
Valid, unrestricted nursing license.
Valid, unrestricted driver’s license.
Strong clinical background and customer engagement skills.
Excellent communication and leadership abilities.
Highly organized and detail oriented.
Proficiency in Microsoft Office tools.

Nice To Haves

Experience supporting medical devices, infusion therapy, patient safety initiatives, or clinical technology preferred.
3–5 years in customer success, clinical support/education, account management, or medical device roles preferred.
Experience with data analytics and enterprise electronic health systems preferred.
Experience with Tableau preferred.

Responsibilities

Lead, mentor, and develop the Clinical Customer Success Nurse Consultant (CSNC) team.
Establish team goals, performance expectations, and development plans.
Provide coaching and professional growth opportunities.
Oversee post-implementation customer success activities.
Ensure smooth transition from implementation to customer success.
Build executive-level customer relationships.
Monitor customer health metrics and implement mitigation strategies.
Develop customer success strategy for clinical infusion products.
Standardize processes and best practices.
Create and track KPIs for outcomes and team performance.
Lead cross-functional initiatives to enhance customer experience.
Oversee analysis of infusion data and utilization metrics.
Translate insights into actionable recommendations.
Support strategic account planning.
Lead development of post-implementation customer-facing tools and materials.
Ensure accurate documentation in CRM/business systems.
Maintain expert-level knowledge of products and clinical workflows.