Customer Success Manager – New Product Launch & Adoption (Plymouth, MN)

Philips•Plymouth, MN

1d•$159,000 - $253,000•Hybrid

About The Position

The Customer Success Manager supports successful launches and adoption of new products, partnering with physicians, cath lab teams, and field teams to improve workflows and patient outcomes. The role guides customers from account preparation through launch and sustained adoption, provides approved product and clinical education, and prepares Sales and field teams on product technology, clinical applications, account readiness, stakeholder engagement, case support, and follow-up. The position develops scalable customer success programs, playbooks, and launch practices to strengthen field readiness and customer experience, retention, customer lifetime value, and revenue growth. It coordinates across Marketing, Training & Education, Clinical, R&D, Sales, and leadership to resolve adoption challenges and bring customer insights into product, training, messaging, and launch improvements. The role defines and monitors KPIs for activation, adoption, retention, field readiness, and recurring barriers, and applies learnings to future launches and continuous improvement. This is an office-based role in or within commuting distance of Plymouth, Minnesota. Office-based teams work in person at least three days per week. The role also involves regular travel to customer sites and field team activities. The stated pay range is $159,000 to $253,000, with possible additional compensation such as an annual incentive bonus, sales commission, or long-term incentives.

Requirements

Significant experience in a clinical environment, medical technology, or a customer-facing role supporting complex technology adoption.
Clinical expertise in cardiac anatomy, disease states, and procedures.
Strong understanding of cath lab workflows.
Ability to explain complex technology from clinical and technical perspectives.
Experience teaching and coaching clinicians and commercial teams.
Experience with product launches, customer onboarding, clinical adoption, and field readiness.
Cross-functional leadership experience with senior stakeholders.
Bachelor’s degree in Business Administration, Customer Relationship Management, or equivalent.
10+ years of professional experience.
Strong communication, relationship-building, and influencing skills, including the ability to translate customer insights into clear recommendations.
Willingness to travel regularly to customer sites and field team activities.
Must reside in or within commuting distance of Plymouth, Minnesota.
Must have US work authorization; candidates requiring work-authorized visa sponsorship now or in the future will not be considered.
Must be able to perform the position’s minimum physical, cognitive, and environmental job requirements, with or without accommodation.

Nice To Haves

Master’s degree.

Responsibilities

Partner with physicians and cath lab teams to understand workflows, learning needs, and adoption barriers, guiding customers from account preparation through launch and sustained adoption.
Deliver approved product and clinical education.
Prepare Sales and field teams on technology, clinical application, account readiness, stakeholder engagement, case support, and follow-up.
Build scalable customer success programs, playbooks, and launch practices that strengthen field readiness, customer experience, retention, customer lifetime value, and revenue growth.
Coordinate cross-functional partners across Marketing, Training & Education, Clinical, R&D, Sales, and leadership to resolve adoption challenges.
Translate customer insights into product, training, messaging, and launch improvements.
Define and monitor KPIs for activation, adoption, retention, field readiness, and recurring barriers.
Evaluate enabling tools, align priorities with business and regional needs, and apply learnings to future launches and continuous improvement.