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Manager, Clinical Customer Success Job in Columbus, Ohio US

Manager, Clinical Customer Success

ICU Medical - Columbus, OH

Posted: 3/21/2026 - Expires: 4/20/2026

Job ID: 293297087

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Job Description

Job Description

Position Summary

The Manager, Clinical Customer Success, is responsible for leading the post-go-live success strategy for ICU Medical's infusion device and consumables portfolio. This role oversees the customer success nursing team, ensuring customers receive exceptional clinical support, proactive engagement, and measurable value throughout the post-implementation lifecycle. The manager partners cross-functionally with Sales, Implementation, Professional Services, and Technical Support to optimize customer experience, strengthen retention, and drive clinical outcomes across assigned health systems.

Essential Duties & 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.

Knowledge & Skills


* 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.
* Experience supporting medical devices, infusion therapy, patient safety initiatives, or clinical technology preferred.
* 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.

Minimum Qualifications, Education & Experience


* Must be at least 18 years of age
* Bachelor of Science in Nursing (BSN) required, Advanced degree (MSN or MBA) preferred.
* 5+ years acute care clinical experience required.
* 5+ years of clinical leadership experience required.
* 3-5 years in customer success, clinical support/education, account management, or medical device roles preferred.
* Valid, unrestricted nursing license.
* Valid, unrestricted driver's license.
* Experience with data analytics and enterprise electronic health systems preferred.
* Experience with Tableau preferred.
* Strong clinical background and customer engagement skills.
* Excellent communication and leadership abilities.
* Highly organized and detail oriented.
* Proficiency in Microsoft Office tools.

Work Environment


* This is largely a sedentary role.
* This job operates in a professional office environment and routinely uses standard office equipment.
* Typically requires travel 20-50% of the time.

About Us

ICU Medical has consistently provided you with clinica

Apply here: https://www.aplitrak.com/?adid=YmJnZW5lcmljLjQ5ODU5LjEwNTA4QGljdW1lZGNvbXAuYXBsaXRyYWsuY29t

Job Summary

Employment Type:
Full Time Employee
Job type:
Regular Employment
Skill Based Partner:
No
Education Level:
High school graduate
Work Days:
Mon, Tue, Wed, Thu, Fri
Job Reference Code
N/A
Salary
N/A
Licenses / Certifications:
N/A
Display Recommended WorkKeys®Recommended WorkKeys®:
Applied Math: 5
Graphic Literacy: 5

Workplace Documentation: 5