Customer Success Program Manager

• Guide customers toward long-term operational success by increasing efficiencies through onboarding and education on best practices
• Help customers become self-sufficient through Intuitive’s digital tools and resources
• Manage successful onboarding for selected customers across the customer lifecycle
• Become an expert on Intuitive Ecosystem offerings and services and provide relevant solutions for hospital stakeholders
• Coordinate proactive support for Tier 1 Accounts with Leadership, Sales, Marketing, Contract & Tenders, Finance, Field Services, SRS, Genesis, and other teams
• Monitor outcomes, customer milestones, program utilization, customer health, risks, and improvement opportunities
• Advocate for customers and collaborate with internal teams to resolve challenges
• Track customer interactions and milestones in Customer Success business systems and provide visibility to Sales and Shared Services
• Coordinate activities with sales, Marketing, Contract & Tender, training, SRS, Genesis, Accounts Receivable, field service, and digital services teams
• Identify process improvements and potential bottlenecks affecting hospital performance
• Conduct regular customer touchpoints and quarterly or strategic business reviews
• Provide internal support for new product launches and robotic program implementation
• Educate Sales and shared services teams on available resources and best practices

• Bachelor’s degree or relevant work experience is required
• 5–10 years of experience in account management, sales, marketing, or a similar Customer Success role
• Preferably experience in the medical device or healthcare industry
• Project Management and Process Improvement skills
• Comfortable working within a matrix environment and influencing management
• Demonstrated ability to work cross-functionally
• Excellent oral and written communication skills
• Proficient in creating and delivering effective presentations
• Strong relationship-building, positive attitude, and self-motivation
• Excellent interpersonal skills and sensitivity to complex organizational structures, varying cultures, and potentially conflicting goals
• Comfort working with internal and external customers
• Proactive analytic skills and passion for problem solving
• Ability to think strategically and use good judgment
• Ability to work independently in a dynamic, fast-paced environment
• Experience with MS Office Suite required
• Working knowledge of SAP ERP and CRM systems, Salesforce.com, and Gainsight is a plus
• Fluency in French (native preferred) and English
• Any other European language is an asset
• Occasional travel may be required

• Remote work; employees may work outside the office and come onsite when requested by the leader
• Long-term growth support and opportunities to advance within the company
• Equal employment opportunities and protection from discrimination and harassment
• Potential support for export-control licensing or a Technology Control Plan, where applicable