Overseeing the full lifecycle of strategy, execution, adoption, and value delivery for long-term strategic partnerships within the Hospital Patient Monitoring (HPM) ecosystem
Driving tangible clinical, operational, and financial improvements by working closely with clinical, operational, technical, and executive stakeholders
Ensuring customers achieve full adoption and optimization of the complete monitoring solution—covering bedside and transport monitors, central stations, mobility and notification tools, clinical decision support applications, and interoperability components
Developing and managing a unified, data-driven customer success and outcomes roadmap across both strategic partnerships and traditional HPM service models, while expanding Philips’ presence within the account
Collaborating with Sales, Services, and Solutions & Delivery (S&SD) teams to guarantee seamless project delivery and partners with Sales to secure renewals, grow existing agreements, and transition customers to higher-value offerings, addendums, and broader Philips portfolio adoption
Serving as a trusted advisor, linking customer objectives to Philips’ comprehensive monitoring and enterprise portfolio, including diagnostic cardiology, software solutions, interoperability capabilities, and emerging innovations

5+ years of experience in Customer Relationship Management, Customer Success, Clinical Transformation, or similar
Hospital healthcare or med device experience is required
A clinical background is strongly preferred
Strong executive influence and cross-functional leadership
Knowledge of tools such as Salesforce to evaluate, manage and present KPIs out to leadership
A deep understanding of hospital networks and workflows
Hospital patient monitoring knowledge is highly preferred
bachelor’s or master’s degree in business administration, Customer Relationship Management (or similar) or 9 + years in an above related role
A current Gainsight certification and clinical degree are preferred
Excellent written and verbal communicator, with proficiency in developing presentations and reports

Customer Success Manager

Key skills