Product Marketing Manager, Services & Customer Success Solutions

ICU Medical • Lake Forest, CA

1d

About The Position

The Product Marketing Manager, Services & Customer Success Solutions drives the commercial strategy, growth, and profitability of ICU Medical's service offerings across the Infusion Systems portfolio. This highly visible role serves as the commercial architect of the services business, transforming services into differentiated, profitable offerings that improve customer outcomes, increase customer lifetime value, and strengthen portfolio profitability.

The role works cross-functionally with Service Operations, Sales, Clinical, Finance, Contracting, Legal, Product Management, and Executive Leadership to develop implementation services, service contracts, extended service agreements, technical support, field service, training, and customer success initiatives. Success is measured by service revenue growth, service profitability, customer satisfaction, and the contribution of services to overall business performance.

Requirements

• Bachelor's degree in Business, Marketing, Life Sciences, Healthcare Administration, Engineering, or a related field.
• At least 4 years of experience in marketing, sales, or commercial roles within the medical device or healthcare industry.
• Demonstrated experience developing and executing successful commercialization strategies.
• Experience developing and commercializing customer-facing offerings.
• Strong analytical skills and the ability to translate data into strategic recommendations.
• Demonstrated ability to develop business cases and pricing strategies.
• Demonstrated ability to lead and influence cross-functional teams without direct authority.
• Excellent communication, presentation, and influencing skills, including with C-suite executives.
• Proficiency with Microsoft 365 applications.
• Must be at least 18 years of age.

Nice To Haves

• MBA or another advanced business degree.
• Experience in medical device services, customer success, technical services, field services, or healthcare operations.
• Marketing experience with FDA Class II medical device hardware and software.
• Experience commercializing recurring-revenue, subscription, warranty, maintenance, or service-based offerings.
• Knowledge of infusion therapy workflows, medication delivery technologies, and healthcare purchasing processes.
• Familiarity with infusion therapy, healthcare technology, interoperability solutions, or hospital medical equipment.
• Experience supporting capital equipment businesses.
• Knowledge of healthcare economics, purchasing processes, and service contract structures.
• Experience launching premium or tiered service offerings.

Responsibilities

• Develop and execute the long-term commercial strategy for Infusion Systems service offerings across infusion pumps, software, and related technologies.
• Identify opportunities to turn service offerings into scalable, revenue-generating solutions and build business cases for service programs and investments.
• Develop annual growth plans and long-range strategies for the services portfolio; analyze market trends, customer expectations, and competitive service models to identify opportunities for differentiation and growth.
• Drive service revenue and profitability objectives.
• Design, develop, and commercialize tiered implementation service packages for different customer segments.
• Create and optimize implementation, onboarding, extended service agreement, preventive maintenance, technical, field service, training, customer success, premium, and digital and remote support offerings.
• Define service packaging, positioning, pricing, and value propositions, and develop scalable frameworks that improve adoption and long-term retention.
• Lead commercialization and go-to-market strategies for service offerings.
• Develop sales tools, value calculators, proposals, and customer-facing marketing materials; train commercial teams on offerings, value propositions, and objection handling.
• Support strategic account opportunities and enterprise service discussions, and drive service renewal and expansion initiatives.
• Support field teams with competitive responses and commercial input for RFI, RFP, and strategic account opportunities.
• Understand customer implementation experiences and lifecycle needs; evaluate customer feedback and service performance metrics to identify improvement opportunities.
• Establish Voice of Customer programs focused on service delivery and customer success.
• Partner with Service Operations to improve customer satisfaction and operational performance, and develop programs that increase adoption, retention, loyalty, and advocacy.
• Develop pricing strategies that capture the value of ICU Medical's services and identify opportunities to improve gross margin through service delivery models, packaging, pricing, and operational efficiency.
• Evaluate service profitability and identify opportunities to improve margin performance.
• Build business models and financial analyses for new service offerings; partner with Finance to establish revenue, profitability, and performance targets.
• Monitor service economics and recommend actions to improve financial performance.

Benefits

• Competitive financial benefits, including a generous 401(k) match and, for eligible roles, an Annual Incentive Plan.
• A wide range of benefit options at affordable rates.
• Paid Time Off and Company Holidays.
• Tuition Reimbursement.
• Additional perks to assist employees with work-life effectiveness.

What This Job Offers

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