Pressure Injury Prevention Customer Success Specialist (NorCal)

Smith+Nephew•San Jose, CA

6d•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.
Ability to analyze data and extract actionable insights.
Strong data analytics skills.
Confidence 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

Driving adoption, optimization, and expansion of the LEAF technology platform.
Delivering clinical education, ongoing support, and ensuring high utilization across assigned LEAF accounts.
Leading initial customer training and planning/executing Go-Live events, including change management.
Providing continuing education through initiatives like Turn Academy and monthly data reviews.
Serving 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.
Training and educating clinical staff on product features, best practices, and workflow integration.
Troubleshooting issues and providing remote or on-site assistance to ensure a seamless user experience.
Developing partnerships with clinical teams, skin and pressure injury prevention teams, and quality departments.
Leveraging LEAF’s suite of reports to deliver actionable insights, identify workflow enhancements, and support Quarterly Business Reviews.
Identifying opportunities to integrate LEAF into electronic health records (EHRs) and other healthcare technologies.
Identifying expansion opportunities within current accounts and qualifying new leads.
Contributing to strategic account planning with detailed feedback on user behavior, trends, and customer insights.