Manager, Clinical Customer Success at ICU Medical

United States

<p><span><strong>Position Summary&nbsp;</strong></span></p> <p><span>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.</span></p> <p>&nbsp;</p> <p><span><strong>Essential Duties &amp; Responsibilities</strong></span></p> <ul> <li><span>Lead, mentor, and develop the Clinical Customer Success Nurse Consultant (CSNC) team.</span></li> <li><span>Establish team goals, performance expectations, and development plans.</span></li> <li><span>Provide coaching and professional growth opportunities.</span></li> <li><span>Oversee post-implementation customer success activities.</span></li> <li><span>Ensure smooth transition from implementation to customer success.</span></li> <li><span>Build executive-level customer relationships.</span></li> <li><span>Monitor customer health metrics and implement mitigation strategies.</span></li> <li><span>Develop customer success strategy for clinical infusion products.</span></li> <li><span>Standardize processes and best practices.</span></li> <li><span>Create and track KPIs for outcomes and team performance.</span></li> <li><span>Lead cross-functional initiatives to enhance customer experience.</span></li> <li><span>Oversee analysis of infusion data and utilization metrics.</span></li> <li><span>Translate insights into actionable recommendations.</span></li> <li><span>Support strategic account planning.</span></li> <li><span>Lead development of post-implementation customer-facing tools and materials.</span></li> <li><span>Ensure accurate documentation in CRM/business systems.</span></li> <li><span>Maintain expert-level knowledge of products and clinical workflows.</span></li> </ul> <p>&nbsp;</p> <p><span><strong>Knowledge &amp; Skills</strong></span></p> <ul> <li><span>Strong clinical judgment and ability to translate clinical workflows into actionable troubleshooting insights.</span></li> <li><span>Excellent verbal and written communication skills, with the ability to communicate clearly with clinicians, technical teams, and leadership.</span></li> <li><span>Experience supporting medical devices, infusion therapy, patient safety initiatives, or clinical technology preferred.</span></li> <li><span>Demonstrated customer service, problem-solving, and conflict resolution skills.</span></li> <li><span>Ability to build positive, professional relationships with nursing staff, biomedical teams, pharmacists, and leadership stakeholders.</span></li> <li><span>Comfortable working in both clinical and technical environments.</span></li> </ul> <p>&nbsp;</p> <p><span><strong>Minimum Qualifications, Education &amp; Experience&nbsp;</strong></span></p> <ul> <li><span>Must be at least 18 years of age</span></li> <li><span>Bachelor of Science in Nursing (BSN) required, Advanced degree (MSN or MBA) preferred.</span></li> <li><span>5+ years acute care clinical experience required.</span></li> <li><span>5+ years of clinical leadership experience required.&nbsp;</span></li> <li><span>3–5 years in customer success, clinical support/education, account management, or medical device roles preferred.</span></li> <li><span>Valid, unrestricted nursing license.</span></li> <li><span>Valid, unrestricted driver’s license.</span></li> <li><span>Experience with data analytics and enterprise electronic health systems preferred.</span></li> <li><span>Experience with Tableau preferred.</span></li> <li><span>Strong clinical background and customer engagement skills.</span></li> <li><span>Excellent communication and leadership abilities.</span></li> <li><span>Highly organized and detail oriented.</span></li> <li><span>Proficiency in Microsoft Office tools.</span></li> </ul> <p>&nbsp;</p> <p><span><strong>Work Environment</strong></span></p> <ul> <li><span>This is largely a sedentary role.&nbsp;</span></li> <li><span>This job operates in a professional office environment and routinely uses standard office equipment.</span></li> <li><span>Typically requires travel 20-50% of the time.</span></li> </ul> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> <br><p class="MsoNormal">ICU Medical has consistently provided you with clinical innovations that help solve real-world challenges.</p> <p class="MsoNormal">With the acquisition of Hospira Infusion Systems in 2017 and Smiths Medical in 2022, we are now a global market leader with a complete line of clinically-essential IV therapy and high-value critical care products for hospital, alternate site, and home care settings.</p> <p class="MsoNormal">We're ready to bring you consistent quality, innovation, and value in more areas than ever. Our focus allows us to bring you:</p> <ul style="margin-top:0in"> <li>Dedicated and non-dedicated IV sets and needlefree connectors clinically proven to provide an effective barrier against bacterial transfer and colonization.</li> <li>The industry’s broadest IV smart pump offering covering large volume, pain management, and ambulatory needs.</li> <li>IV medication safety software providing full IV-EHR interoperability with the highest customer satisfaction and compatibility with more EHR systems than any other company.</li> <li>Significant US IV solutions manufacturing and supply capabilities.</li> </ul> <p class="MsoNormal">This role is based remotely; the incumbent may be remote in any state other than Colorado; California; Connecticut; Montana, Maine or New York.</p> <p class="MsoNormal"><b>ICU Medical EEO Statement:</b></p> <p class="MsoNormal">ICU Medical is committed to being an Equal Opportunity Employer. We ensure that all qualified applicants receive fair consideration for employment regardless of race, color, nationality or national origin, ethnicity, sex, gender, religion or belief, marital or civil partnership status, sexual orientation, pregnancy or maternity, age, disability, or protected veteran status.&nbsp;</p> <p class="MsoNormal">If you are an individual with a disability and need reasonable accommodation to participate in the employment selection process, please contact us at humanresources@icumed.com. We are committed to providing equal access and opportunities for all candidates.</p> <div> <p class="MsoNormal"><span><a href="https://www.icumed.com/media/lwkcbbam/icu-medical-eeo-policy-statement-2025.pdf" target="_blank" rel="nofollow">ICU Medical EEO Policy Statement</a></span></p> <p class="MsoNormal"><a href="https://www.icumed.com/media/0mrnh211/know_your_right_2023-2.pdf" target="_blank" rel="nofollow"><span>Know Your Rights: Workplace Discrimination is Illegal Poster</span></a><span></span></p><span><a href="https://www.icumed.com/media/1qwexl5a/icu-medical-job-applicant-privacy-notice-october-2024.pdf" target="_blank" rel="nofollow"><span>ICU Medical CCPA Notice to Job Applicants</span></a></span> </div>