Customer Success Manager

KARL STORZ

Customer Success Manager ensuring successful installations of Operating Room projects at KARL STORZ. Engaging in project management and customer satisfaction for medical technology solutions.

Posted 7/14/2026full-timeRemote • New York, Pennsylvania • 🇺🇸 United StatesMid-LevelSenior💰 $82,400 - $107,100 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in project management and technical acumen in AV or IP systems, ensuring successful project delivery and customer satisfaction. Proficient in cable management and installation processes, with a strong focus on communication and relationship management throughout the project lifecycle.

Highest-signal resume keywords

Project ManagementTechnical Acumen in AV or IPCable Management and TerminationCustomer Relationship ManagementInstallation and Training Delivery

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Project DeliveryCable TerminationControl SystemsDigital Signal ProcessorsVideo Matrix SwitchersPower AmplifiersPC InterfacesFiber Optic KnowledgeConstruction ManagementTechnical Training

Soft Skills

CollaborationCommunicationProblem SolvingCustomer AdvocacyFeedback Management

Industry Keywords

Healthcare MarketplaceMedical DeviceHospital ConstructionSafety-Sensitive PositionCustomer SuccessKPI Standards

About the role

Key responsibilities & impact

Engage with the sales team on proposal development and accurate estimating, as needed.
Collaborate monthly with sales to ensure alignment on all customer deliverables and prevent negative gross profit impact.
Support other business development needs for sales and marketing as needed by management.
Maintain expert competency in how the entire integration product portfolio integrates and functions.
Complete all trainings assigned through the OR1 training department, and pursue outside training opportunities to evolve technical expertise.
Demonstrate technical competency through successful installs with minimal service tickets during the warranty period, and low change orders per project relative to national standards.
Understand the basics of hospital construction, and maintain expert competency in cable management and termination.
Lead project planning sessions and manage project progress to ensure deadlines are met.
Manage relationships with clients and stakeholders throughout the project lifecycle.
Oversee all incoming and outgoing project documentation, and design risk mitigation plans for each project.
Deliver projects on time, within budget, and in line with national KPI standards for Customer Success.
Ensure customers experience a best-in-class installation, including clear, well-documented communication.
Monitor, collect, and report on customer feedback post-installation to identify process improvement opportunities, proactively soliciting and working to resolve negative feedback.
Help maintain KARL STORZ's #1 ranking in customer satisfaction by turning customers into lifelong advocates.
Deliver customer training in a timely, comprehensive manner, and confirm and document product utilization post-install.

Requirements

What you’ll need

3–5 years of experience in consulting, project delivery, or project management.
5–7 years of experience in a role requiring technical acumen in AV or IP.
Field-based project and program-level management experience.
A Bachelor's degree in Construction Engineering, Construction Management, Engineering, Civil Engineering, Computer Engineering, or a related field, or 5 years of experience with the preferred hard skills in place of a degree.
Willingness to travel up to 90%, with a good driving record.
Ability to work in and around hospital personnel, sensitive medical equipment, and patients; this is a safety-sensitive position.
Knowledge and experience in the medical device and/or healthcare marketplace is a plus.
Holistic understanding of cable terminations and handling (cable pull, solder, crimp, compression, and punch-down connections for audio, video, network, control, and power devices) is a plus.
Holistic understanding of cable media (Coax, Mini-Hi-Res, Copper, Multi-Conductor, CAT-5/6, and Fiber Optic) is a plus.
Advanced knowledge of control systems, power amplifiers, digital signal processors, video matrix switchers, video scalers, PC interfaces, computer controls, and digital video recorders is a plus.

Benefits

Comp & perks

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!