Customer Success Program Manager (m/f/d)

Intuitive

1d

About The Position

The Customer Success Program Manager (m/f/d) guides customers across the DACH region toward long-term operational success by improving efficiency through effective onboarding, training, and adoption of best practices. The role helps customers become self-sufficient by leveraging Intuitive’s digital tools and resources. It also acts as a customer advocate within the organization, fostering cross-functional collaboration, connecting internal and external stakeholders, and monitoring outcomes to support a positive, sustainable customer experience.

Requirements

• Bachelor’s degree or equivalent professional experience.
• At least 5 years of experience in Customer Success, Account Management, Sales, or a related customer-facing role.
• Strong project management, process improvement, and stakeholder management skills.
• Ability to build trusted relationships and collaborate effectively across cross-functional teams.
• Excellent communication and presentation skills in a dynamic, fast-paced environment.
• Strategic mindset with strong analytical and problem-solving capabilities.
• Fluency in German and English, with excellent verbal and written communication skills.
• Willingness to travel occasionally.

Nice To Haves

• Experience in the medical device or healthcare industry.
• Experience with CRM and business systems such as Salesforce.

Responsibilities

• Lead customer onboarding and ensure successful adoption of Intuitive’s products, services, and digital solutions.
• Act as a trusted advisor to help customers achieve operational goals, optimize program performance, and follow best practices.
• Monitor customer success metrics, identify risks and improvement opportunities, and coordinate actions to drive long-term outcomes.
• Advocate for customers and collaborate with Sales, Marketing, Training, Service, Finance, and other cross-functional teams.
• Support implementation of new products and robotic surgery programs.
• Conduct regular business reviews and customer touchpoints to ensure alignment and continuous improvement.
• Maintain accurate customer records and provide visibility into customer progress using Customer Success tools and reporting systems.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level