Customer Success Manager
Magnolia Medical Technologies
full-time
Posted on:
Location Type: Remote
Location: Remote • California, Wisconsin • 🇺🇸 United States
Visit company websiteSalary
💰 $75,000 - $110,000 per year
Job Level
Mid-LevelSenior
Tech Stack
ERPSFDCTableau
About the role
- Collaborate with Account Executives to identify and prioritize hospitals that would benefit from additional clinical or operational support.
- Support hospitals in achieving and sustaining low Blood Culture Contamination (BCC) rates through on-site engagement, targeted education, and short-term interventions during key periods such as staff transitions, department expansions, or new account onboarding.
- Reinforce proper workflow, utilization, and documentation to help customers realize the operational and financial value of Magnolia’s solutions.
- Build, manage, and deploy a network of per diem nurses in key hospitals and IDNs to deliver product and disease state education, and to support account maintenance activities such as clinical audits, inventory tracking, product stocking, and compliance follow-up.
- Develop and deliver tailored education programs for clinicians, nurses, laboratory staff, and administrators, including onboarding, refresher sessions, and new staff training, and reinforce product knowledge and value messaging to drive proper use, sustained compliance, and measurable ROI.
- Support external education initiatives such as conferences, workshops, and professional forums to advance Magnolia’s mission and visibility.
- Act as a field liaison between customer sites, Sales, and internal teams to share insights that inform strategy and drive continuous improvement.
- Support field planning by providing data-driven input on utilization, contamination trends, and opportunities for performance optimization.
- Contribute to the refinement and standardization of clinical training protocols to ensure consistent product use and outcomes across sites.
- Maintain clear documentation of all CSM-led activities and observations in Salesforce (CRM) to ensure visibility and effective follow-up by the AE.
Requirements
- Nursing background (RN) preferred; strong consideration given to candidates with clinical experience.
- 3–5 years of experience in customer success, clinical support, field education, or account management within healthcare or medical devices.
- Strong understanding of hospital operations and the ability to connect clinical performance to operational and financial outcomes.
- Experience working with hospital stakeholders, including ED, Laboratory, Infection Prevention, and Nursing Education.
- Analytical and data-driven mindset, with the ability to translate clinical evidence and utilization data into actionable insights for customers and internal teams; use of systems such as SalesForce.com, Tableau, MSOffice Suite, ERP and other enterprise systems.
- Solutions-oriented approach, able to assess challenges, develop practical strategies, and drive resolution.
- Project Management experience.
- Proven ability to lead training programs, conduct stakeholder meetings, and communicate clinical and financial value.
- Excellent problem-solving, relationship management, and communication skills.
- Demonstrated ability to manage multiple projects with urgency and accountability.
- Ability to travel extensively (up to 75%).
- Ability to lift up to 30 pounds regularly, occasionally full mobility may be used for reaching, bending, kneeling, stretching or lifting in excess of regular amounts.
Benefits
- Competitive compensation
- Benefits
- Incentive opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
clinical supportcustomer successfield educationaccount managementproject managementdata analysistraining program developmentclinical auditsinventory trackingcompliance follow-up
Soft skills
analytical mindsetsolutions-orientedproblem-solvingrelationship managementcommunication skillsability to manage multiple projectsurgencyaccountabilitystakeholder engagementstrategic insight
Certifications
Registered Nurse (RN)