Customer Success Specialist (Raleigh, NC)

Smith+Nephew•Durham, NC

About The Position

As a Pressure Injury Prevention Customer Success Specialist, you will drive adoption, optimization, and expansion of the LEAF technology platform. You will deliver clinical education and ongoing support, promote high utilization across assigned LEAF accounts, lead initial customer training, and plan and execute Go-Live events, including change management. You will also provide continuing education through initiatives such as Turn Academy and monthly data reviews. You will provide front-line clinical support for high-value LEAF customers and collaborate with LEAF Sales Specialists, Clinical Resource Specialists, and Advanced Wound Care teams to onboard new accounts within assigned Integrated Delivery Networks. You will train clinical staff on product features, best practices, and workflow integration, and troubleshoot issues with remote or on-site assistance. You will build partnerships with clinical teams, skin and pressure injury prevention teams, and quality departments. Using LEAF reports, you will deliver actionable insights, identify workflow enhancements, and support Quarterly Business Reviews with customer-level data that reinforces return on investment. You will also identify opportunities to integrate LEAF with electronic health records and other healthcare technologies. You will contribute to business growth by identifying expansion opportunities within current accounts and qualifying new leads through clinical insights and networking. You will support strategic account planning by sharing detailed feedback on user behavior, trends, and customer insights. The position requires travel of up to 50% as needed.

Requirements

At least three years of clinical experience.
Strong data analytics skills and the ability to extract actionable insights.
Confidence presenting, training, and communicating with diverse clinical teams.
Comfort with travel up to 50% as needed across multiple regions.
A self-starter mindset and a collaborative, team-oriented approach.
Passion for innovation, patient care, and improving clinical outcomes.

Nice To Haves

Registered Nurse clinical background is ideal.
Bachelor’s degree preferred.
Prior exposure to clinical technology platforms is highly desirable.
Understanding of hospital turning and repositioning protocols.

Responsibilities

Drive adoption, optimization, and expansion of the LEAF technology platform across assigned accounts.
Deliver clinical education and ongoing support to promote high utilization of LEAF.
Lead initial customer training and plan and execute Go-Live events, including change management.
Provide continuing education through initiatives such as Turn Academy and monthly data reviews.
Serve as front-line clinical support for high-value LEAF customers and collaborate with sales, clinical resource, and Advanced Wound Care teams to onboard accounts within assigned Integrated Delivery Networks.
Train clinical staff on product features, best practices, and workflow integration.
Troubleshoot issues and provide remote or on-site assistance to support a seamless user experience.
Build partnerships with clinical teams, skin and pressure injury prevention teams, and quality departments.
Use LEAF reports to deliver actionable insights, identify workflow enhancements, and support Quarterly Business Reviews with customer-level data that reinforces ROI.
Identify opportunities to integrate LEAF with electronic health records and other healthcare technologies.
Identify expansion opportunities within current accounts and qualify new leads using clinical insights and networking.
Contribute customer feedback on user behavior, trends, and insights to strategic account planning.