Manager, Clinical Customer Success

ICU Medical is a global market leader in IV therapy and critical care products. The Manager, Clinical Customer Success is responsible for leading the post-go-live success strategy for the infusion device and consumables portfolio, overseeing a nursing team to ensure exceptional clinical support and customer engagement.

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

Requirements:

• Must be at least 18 years of age
• Bachelor of Science in Nursing (BSN) required
• 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 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
• Strong clinical background and customer engagement skills
• Excellent communication and leadership abilities
• Highly organized and detail oriented
• Proficiency in Microsoft Office tools
• Advanced degree (MSN or MBA) preferred
• 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