Customer Success Utilization Manager

Job Function: Repair & Service

Location:

US

#job-location.job-location-inline { display: inline; }

Work Location (for field-based positions): Los Angeles, CA, US

Work Flexibility: Field-based

Pay Range: $91,000 - $118,200

Job ID: 5712

About KARL STORZ

From the operating room to surgery centers—and everywhere in between—KARL STORZ North America is a global leader in medical technology and advanced visualization solutions. We design specialty innovations, smart instruments and devices, integrated ecosystems, and intelligent imaging—to build a more connected, software-enabled operating room.

As an independent, family-owned MedTech company, we ambitiously think in generations instead of quarters to improve patients' lives around the world.

About the Role

The Customer Success Utilization Manager plays a critical role in managing the overall success, effectiveness, and adoption of installed Operating Room/Video technologies (hardware and software) within their region. This role leads regional project management of post-installation deployment, partnering directly with customers to analyze usage trends and metrics, and designing customer-specific training, documentation, and strategic review plans that drive continued growth and utilization of the OR network. Acting as a subject matter expert consultant, this person will collaborate closely with the local sales team to ensure alignment on service and account growth.

This role is based in the Los Angeles, CA area, supporting customer accounts throughout the region, with up to 80% travel depending on account needs.

What You'll Do

Utilization and Adoption Management

Consult with customers to build a customized strategy that drives understanding, utilization, and adoption of purchased products, bringing the value of their installation to life

Design, plan, and execute utilization and adoption programs at large hospital accounts following video/OR1 installation

Establish and track key customer metrics to drive utilization and build sustainable, custom growth plans across hospital enterprises

Onboard, train, and educate physicians, clinicians, and users across all sites of care, expanding the user base for the product ecosystem

Analyze data to maximize customer utilization of KARL STORZ software, OR1, and video products

Host Quarterly Business Reviews with executive leadership to review utilization and adoption metrics and identify growth opportunities

Project Management & Deployment

Plan, oversee, and execute post-installation implementation protocols, providing documented feedback to enhance each customer's path to success

Consult directly with customers to define the vision of success following hardware and software installation

Lead technical deployment of software, hardware, video, and integration products

Maintain regular, documented collaboration with internal teams via Salesforce

Customer Satisfaction

Ensure a best-in-class post-installation onboarding journey, backed by clear, consistent communication

Monitor, collect, and report on customer feedback to identify process improvement opportunities

Build and maintain strong working relationships with nurses, physicians, materials management, and administrative staff

What You Bring

A minimum of 2-3 years of experience in OR Sales or Service roles within the Operating Room, or 2-3 years in a role requiring strong technical acumen, or 1 year of KARL STORZ-specific Video and Integration Service/Support experience in the operating room

A Bachelor's degree demonstrating technical aptitude, or a Bachelor's degree plus 3 years of operating room or technical AV experience, or equivalent additional years of relevant experience

Expert-level competency in video and OR1 room management, with strong working knowledge of how the full video and integration product portfolio functions together

Willingness to travel up to 80% depending on the account, with a good driving record

Comfort operating in and around hospital personnel, sensitive medical equipment, and patients

What Will Make You Successful

Outstanding personal leadership and intellectual curiosity

Creativity in developing new approaches to improve the customer experience

Excellent interpersonal and communication skills, with the ability to work effectively with executives across the company, partners, and clients

A sense of urgency and healthy impatience with the status quo

Comfort operating in ambiguous or high-stress situations

A proven track record working collaboratively in a matrixed environment, with strong multitasking skills

Experience in the medical device or healthcare marketplace is a plus

Demonstrated ability to teach and educate through a structured process model with clear short- and long-term objectives is a plus

Experience designing and executing customer-informed implementation plans is a plus

Why KARL STORZ?

Join KARL STORZ and be part of a team creating medical innovations that truly make a difference. Beyond technology, you'll be part of a culture that values talent as its greatest asset, empowering you to contribute to a mission that improves patient care worldwide.

Ready to make an impact? Apply to be our next Customer Success Utilization Manager and help us build the future of MedTech together.

#LI-KP1

.buttontexte935a01059badb1a a{ border: 0pxsolid transparent; } .buttontexte935a01059badb1a a: focus{ border: 0pxdashed #b98736 !important; outline: none !important; }

MA Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

.buttontextb1977117188a34cd a{ border: 0pxsolid transparent; } .buttontextb1977117188a34cd a: focus{ border: 0pxdashed #b98736 !important; outline: none !important; }

Eligible Employee Benefits

Medical / Dental / Vision including a state-of-the-art wellness program and access to pet insurance, too!

3 weeks vacation accrual for full time roles, paid holidays plus paid sick time too

Up to 8 weeks of 100% paid company parental leave; includes maternal/ paternal leave, adoption, and fostering of a child.

401(k) retirement savings plan providing a match of 66.67% (4%) of the employee’s first 6% contribution (up to IRS limits)

Section 125 Flexible Spending Accounts

HSA Savings Accounts with company contribution

Life, STD & LTD Insurance

We prepay your tuition up to $5,250 per year! - Tuition pre-imbursement

Fitness reimbursement of up to $200 annually

And much more!

Field sales, internships, and roles that are regularly scheduled to work less than 30 hours per week are not eligible for vacation, except where required by law.

Non-employees, including temporary workers and consultants, are not eligible to participate in the KARL STORZ benefits program.

KARL STORZ reserves the right to change or modify the employee’s job description whether orally or in writing, at any time during the employment relationship. Additionally, KARL STORZ, through its supervisors, may require an employee to perform duties outside their normal description within the sole discretion of the supervisor. Employees must comply will all applicable KARL STORZ policies and procedures.

KARL STORZ is committed to creating an inclusive space where employees are valued for their skills and unique experiences. To achieve this goal, we are committed to diverse voices, and all applicants will receive consideration without regard to race, color, sex, national origin, disability, veteran status, or any other protected characteristic. KARL STORZ is also committed to providing reasonable accommodations during our recruitment process. Should you need assistance or accommodation please email us at taoperations@karlstorz.com.

#ks-job-benefits .ks-title: after { font-family: "Glyphicons Halflings"; content: "\e114"; float: left; color: #393939; width: 0px} #ks-job-benefits .ks-title.collapsed: after { content: "\e080"; } #ks-job-benefits .ks-details { padding-left: 0px}

.buttontextbec87dae2397f777 a{ border: 0pxsolid transparent; } .buttontextbec87dae2397f777 a: focus{ border: 0pxdashed #b98736 !important; outline: none !important; }

Get in Contact

5712

#similar-jobs-links { margin-top: 1rem; } #similar-jobs-links > a { border: 0pxsolid #074089 !important; border-radius: 99rem; padding: 0.5rem 1rem; margin-right: 0.5rem; display: inline-block; font-weight: bold; } .back-to-search-wrapper { display: none; } .jobdescription h4 { color: #074089 !important; } .jobdescription h4, h2 { margin-bottom: 1rem !important; } hr { border-color: rgbmargin: 3rem 0; } / Buttons "jetzt bewerben" (mit und ohne AIM) unten ausblenden / .job ~ .applylink { display: none; } / Suche ausblenden (inkl. 'Alert') / #search-wrapper { display: none; } / move first buttontext (i.e. the overlay text for the image) on top of the image / .job > style: first-child + .buttontext { / background: #f004 !important; / position: absolute; z-index: 25; height: 0pxdisplay: flex; flex-direction: column; align-items: start; justify-content: center; } .job > style: first-child + .buttontext .inner { width: 100%; } .job > style: first-child + .buttontext .inner p { margin-bottom: 0; } .job { position: relative; } .job > style: first-child + div.buttontext + div + style + div.buttontext + style + div.buttontext + style + div.buttontext { padding: 0; } .job > style: first-child + div.buttontext + div + style + div.buttontext + style + div.buttontext + style + div.buttontext p { margin: 0; } h1 { margin-top: 0; } h2 { margin-top: 0 !important; } / round apply buttons / .applylink > a, .ks-aim-scroll-button { border-radius: 99em; } / mobile: / @media (max-width: 980px) { / make image fill entire width (outside of parent's margin) on mobile / .job > style: first-child + .buttontext + .row { position: absolute; left: 0pxright: 0pxmax-width: initial; } / .job > style: first-child + .buttontext + div { translate: 0px} / } / remove padding of buttontext and job token elements / .buttontext > .inner, .joblayouttoken > .inner > .row > div { padding: 0; } / list items: reduce bullets indentation / .job-page ul { list-style-position: outside !important; padding-left: 0px!important; } .ks-aim-scroll-button { float: right; margin-right: 1rem; } / medium screen: set top image height / @media (min-width: 481px) and (max-width: 979px) { .job > style: first-child + div.buttontext.displayD + div[role="img"] + style + div.buttontext.displayT + style + div.buttontext.displayM, .job > style: first-child + div.buttontext.displayD + div[role="img"] + style + div.buttontext.displayT { height: 0px} } @media (max-width: 480px) { .job > style: first-child + div.buttontext.displayD + div[role="img"] + style + div.buttontext.displayT + style + div.buttontext.displayM { height: 0px} }