Customer Success Manager - I

Job description

We anticipate the application window for this opening will close on - 30 Sep 2026 Careers that change lives start here. Medtronic is a global leader in healthcare technology with a Mission to alleviate pain, restore health, and extend life. Our 95,000 employees work across more than 150 countries to put patients first — developing innovative medical technologies that improve the lives of 72+ million patients each year. Your unique talents will help shape the future of healthcare while building a career grounded in purpose, growth, and impact. A Day in the LifeAs part of the Medtronic Acute Care and Monitoring (ACM) business, the Customer Success Manager (CSM), supports the HealthCast™ intelligent patient manager portfolio as part of the HealthCast™ Services team. The CSM provides clinical leadership, planning and oversight during the sales process and after the product has been deployed into the hospital. The focus of the role is working with clinicians to facilitate product implementation with best practices that include leading clinical workflow discussions, leading clinical education, and providing ongoing clinical support. The CSM is responsible for promoting and supporting customer adoption, utilization and retention. The CSM is the key partner helping our valued customers achieve their strategic objectives and derive maximum value from their investment. Additionally, the CSM serves as the liaison between the customer and the ACM business ecosystem, streamlining internal partnerships with Sales, Product Management, Engineering, Services, Education, and others. Responsibilities • Orchestrate overall relationship with assigned clients, which will include, but is not limited to, driving adoption of the HealthCast™ Services portfolio, facilitating retention, and enabling product and services renewals. • In cooperation with the account team, you will define key success criteria for deployment, education, and customer satisfaction. Working with the customer to facilitate a smooth and successful implementation at go-lives and proactively engaging with clinicians after the implementation are essential parts of the role, with the goal of helping to ensure customer satisfaction and driving continued clinical adoption of the technology. • You will craft training plans and work with your assigned customers to educate end user teams on clinical workflows, Medtronic products, as well as implementation Best Practices. • As part of all assigned customer engagements, you will measure, monitor and communicate customer achievement of critical and key performance indicators, reporting both internally to the sales team and externally to customer sponsors and executives. You will establish a regular cadence (at least biannually) with each assigned client, to review executive dashboards, program status, and clinical outcomes while continuing to assess their ongoing and evolving needs. • The role requires you to cement yourself as a trusted/strategic advisor to your assigned customers and to demonstrate and promote the continued value of our products and services. You will work cross-functionally with the sales team (Account Executive, HealthCast™ portfolio Zone Director, Sales Engineer) to find expansion opportunities for product offerings. Throughout your engagement with your assigned customers, you will actively work to identify and/or develop upsell and cross-sell sales and services opportunities. • Overall, you will act as the voice of customer to advocate for solutions to meet their needs and address issues. This may include working with Medtronic ACM Technical Support, Product Management, Marketing, R & D, or other departments to cross-functionally and program-manage concerns. • As the voice of your assigned customers, you will act as the liaison for technical inquiries, issue mitigation and resolution escalations. Requirements • Registered Nurse or Respiratory Therapist. 5+ years in a related function with direct customer advocacy and engagement experience in post-sales or services functions with healthcare experience • Since this role is essential to the ACM customer success initiative, you will have experience growing customer satisfaction, adoption, and retention. • Strong public speaking and excellent presentation skills. • Ability to drive continuous product value. undefined • Willingness and ability to travel up to 60% - 70% undefined • Experience developing product use-cases and workflows with customers. • Serve as a strong teammate and a self-starter who seeks solutions. • Since this role is customer facing, you will possess exceptional verbal, written, social, presentation, and interpersonal skills. • Thrive in a multi-tasking environment and with the ability to adjust priorities, seek input and make decisions quickly while still remaining analytical and retaining focus on details. • Technical and problem-solving skills coupled with the ability to guide and/or provide quick resolution to problems. • Prior experience conducting training or workshops for customers and discussing pros/cons of implementing various technologies and clearly explaining business value. • Experience in the enterprise software space. Qualifications • EDUCATION REQUIRED: Bachelor’s Degree. Advanced degree preferred. • EXPERIENCE REQUIRED: Registered Nurse or Respiratory Therapist. • High level of proficiency in MS Office applications and platforms required. • Ability to quickly learn and adopt new technology platforms. For Baccalaureate degrees earned outside of the United States, a degree that satisfies the requirements of 8 C.F.R. § 214.2(h)(4)(iii)(A) is required. Physical Job Requirements The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position. The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role. U.S. Work Authorization & Sponsorship At Medtronic, we are committed to fostering an environment where employees can thrive and make a meaningful impact. In alignment with our enterprise-wide workforce planning approach, U.S. work authorization sponsorship (H-1B, TN, J, etc.) is offered exclusively for Principal-level roles and above, where specialized expertise aligns with long-term business needs. Roles below the Principal level require candidates to possess unrestricted U.S. work authorization at the time of hire and for the duration of employment. ‌ Recruitment Fraud Alert We are aware of phishing scams targeting job seekers. Please keep the following in mind: Apply only through official Medtronic channels. All legitimate Medtronic recruiting communications come from approved Medtronic platforms and official @medtronic.com email addresses. Medtronic will never ask for payment or sensitive personal information (such as bank account or Social Security details) during early stages of the hiring process. Any such requests are not legitimate. If you receive a suspicious message claiming to be from Medtronic, do not respond, click links, or open attach