Pressure Injury Prevention Customer Success Specialist (NorCal)

Smith & Nephew•San Francisco, CA

5d•Hybrid

About The Position

As a Pressure Injury Prevention Customer Success Specialist, you will be at the forefront of driving adoption, optimization, and expansion of the LEAF technology platform. Your role will be instrumental in delivering clinical education, ongoing support, and ensuring high utilization across your assigned LEAF accounts. You’ll lead initial customer training, plan and execute Go-Live events—including change management—and provide continuing education through initiatives like Turn Academy and monthly data reviews. You’ll serve as the front-line clinical support for high-value LEAF customers, collaborating with LEAF Sales Specialists (LSS), Clinical Resource Specialists (CRS), and Advanced Wound Care teams to onboard new accounts within assigned Integrated Delivery Networks (IDNs). Your ability to train and educate clinical staff on product features, best practices, and workflow integration will be key to embedding LEAF into daily operations. You’ll also troubleshoot issues and provide remote or on-site assistance to ensure a seamless user experience. In this role, you’ll develop partnerships with clinical teams, skin and pressure injury prevention teams, and quality departments. You’ll leverage LEAF’s suite of reports to deliver actionable insights, identify workflow enhancements, and support Quarterly Business Reviews with customer-level data that reinforces ROI. You’ll also identify opportunities to integrate LEAF into electronic health records (EHRs) and other healthcare technologies. Beyond support, you’ll help grow the business by identifying expansion opportunities within current accounts and qualifying new leads based on clinical insights and networking. You’ll contribute to strategic account planning with detailed feedback on user behavior, trends, and customer insights.

Requirements

Strong clinical foundation, ideally as a Registered Nurse.
Bachelor's degree preferred.
At least three years of clinical experience.
Prior exposure to clinical technology platforms is highly desirable.
Solid understanding of hospital turning and repositioning protocols.
Strong data analytics skills.
Ability to analyze data and extract actionable insights.
Confident presenting, training, and communicating with diverse clinical teams.
Comfortable traveling up to 50% as needed.
Self-starter mindset.
Passion for innovation, patient care, and improving clinical outcomes.
Collaborative and team-oriented.

Responsibilities

Deliver clinical education, ongoing support, and ensure high utilization across assigned LEAF accounts.
Lead initial customer training and plan/execute Go-Live events, including change management.
Provide continuing education through initiatives like Turn Academy and monthly data reviews.
Serve as front-line clinical support for high-value LEAF customers.
Collaborate with LEAF Sales Specialists (LSS), Clinical Resource Specialists (CRS), and Advanced Wound Care teams to onboard new accounts.
Train and educate clinical staff on product features, best practices, and workflow integration.
Troubleshoot issues and provide remote or on-site assistance.
Develop partnerships with clinical teams, skin and pressure injury prevention teams, and quality departments.
Leverage LEAF’s suite of reports to deliver actionable insights, identify workflow enhancements, and support Quarterly Business Reviews.
Identify opportunities to integrate LEAF into electronic health records (EHRs) and other healthcare technologies.
Identify expansion opportunities within current accounts and qualify new leads.
Contribute to strategic account planning with feedback on user behavior, trends, and customer insights.