Dornier MedTech
Join to apply for the
Customer Success Manager
role at
Dornier MedTech
The
Customer Success Manager (CSM)
serves as a trusted strategic partner to both the business as well as physicians, nurses, and OR staff ensuring they achieve lasting value and success using Dornier MedTech’s solutions.
This role combines
clinical expertise
with a
customer‑success mindset
to drive adoption, satisfaction, and long‑term loyalty across our client base. The ideal candidate is equally comfortable scrubbing into the OR to observe workflows as they are analyzing data, collaborating cross‑functionally, and building relationships that turn customers into advocates.
Key Duties and Responsibilities Champion the Customer Journey
Map and continuously refine the post‑sale customer journey—from onboarding through renewal to ensure a seamless, value‑driven experience.
Collect and interpret customer feedback, translating insights into actionable improvements for product, marketing, and service teams.
Design programs and touchpoints that celebrate customer milestones, highlight success stories, and strengthen loyalty.
Build and Sustain Strategic Relationships
Act as the voice of the customer internally, advocating for clinician needs and ensuring alignment across sales, marketing, service, and clinical affairs.
Establish executive‑level and front‑line relationships that foster trust, transparency, and partnership.
Partner with sales on account retention and expansion opportunities while maintaining a non‑sales, service‑oriented posture.
Analyze, Report, and Improve
Use KPIs such as product utilization rates, customer satisfaction (NPS), and renewal metrics to guide strategy.
Provide feedback loops to internal teams to improve the customer experience and clinical support model.
Qualifications Required:
3–5 years of clinical experience in surgical or perioperative environments (e.g., circulating nurse, surgical technologist, or clinical specialist).
Strong relationship‑management and communication skills with demonstrated ability to influence across functions.
Proven emotional intelligence, empathy, and professionalism in customer‑facing roles.
Ability to travel up to 50%, including overnight stays.
Preferred:
Experience in a Customer Success, Clinical Specialist, or Account Management role within a medical device or healthcare company.
Familiarity with CRM platforms (e.g., Salesforce, HubSpot) and customer success metrics.
Strong business acumen with an understanding of how clinical adoption drives commercial outcomes.
Key Attributes
Strategic thinker:
Anticipates customer needs and proactively creates solutions.
Clinically credible:
Commands respect in the OR through firsthand understanding of workflows and patient care.
Customer advocate:
Elevates the clinician voice within the organization.
Collaborative:
Works seamlessly across departments to drive shared goals.
Empathetic & relationship‑oriented:
Builds genuine partnerships that last.
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Customer Success Manager
role at
Dornier MedTech
The
Customer Success Manager (CSM)
serves as a trusted strategic partner to both the business as well as physicians, nurses, and OR staff ensuring they achieve lasting value and success using Dornier MedTech’s solutions.
This role combines
clinical expertise
with a
customer‑success mindset
to drive adoption, satisfaction, and long‑term loyalty across our client base. The ideal candidate is equally comfortable scrubbing into the OR to observe workflows as they are analyzing data, collaborating cross‑functionally, and building relationships that turn customers into advocates.
Key Duties and Responsibilities Champion the Customer Journey
Map and continuously refine the post‑sale customer journey—from onboarding through renewal to ensure a seamless, value‑driven experience.
Collect and interpret customer feedback, translating insights into actionable improvements for product, marketing, and service teams.
Design programs and touchpoints that celebrate customer milestones, highlight success stories, and strengthen loyalty.
Build and Sustain Strategic Relationships
Act as the voice of the customer internally, advocating for clinician needs and ensuring alignment across sales, marketing, service, and clinical affairs.
Establish executive‑level and front‑line relationships that foster trust, transparency, and partnership.
Partner with sales on account retention and expansion opportunities while maintaining a non‑sales, service‑oriented posture.
Analyze, Report, and Improve
Use KPIs such as product utilization rates, customer satisfaction (NPS), and renewal metrics to guide strategy.
Provide feedback loops to internal teams to improve the customer experience and clinical support model.
Qualifications Required:
3–5 years of clinical experience in surgical or perioperative environments (e.g., circulating nurse, surgical technologist, or clinical specialist).
Strong relationship‑management and communication skills with demonstrated ability to influence across functions.
Proven emotional intelligence, empathy, and professionalism in customer‑facing roles.
Ability to travel up to 50%, including overnight stays.
Preferred:
Experience in a Customer Success, Clinical Specialist, or Account Management role within a medical device or healthcare company.
Familiarity with CRM platforms (e.g., Salesforce, HubSpot) and customer success metrics.
Strong business acumen with an understanding of how clinical adoption drives commercial outcomes.
Key Attributes
Strategic thinker:
Anticipates customer needs and proactively creates solutions.
Clinically credible:
Commands respect in the OR through firsthand understanding of workflows and patient care.
Customer advocate:
Elevates the clinician voice within the organization.
Collaborative:
Works seamlessly across departments to drive shared goals.
Empathetic & relationship‑oriented:
Builds genuine partnerships that last.
#J-18808-Ljbffr