Product Marketing Manager, Services & Customer Success Solutions

ICU Medical•Lake Forest, IL

23h•$105,500 - $150,500

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 its Infusion Systems portfolio. The role is responsible for helping transform services from a cost center into a differentiated profit center that improves customer outcomes, increases customer lifetime value, and strengthens portfolio profitability. Working with Service Operations, Sales, Clinical, Finance, Contracting, Legal, Product Management, and Executive Leadership, this position develops tiered implementation service offerings, service contracts, extended service agreements, technical support programs, field service solutions, training services, and customer success initiatives. These offerings should deliver measurable customer value while improving business profitability. Success is measured by service revenue growth, service profitability, customer satisfaction, and services' overall contribution to 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.
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 other 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 new 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 direct and indirect 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 or remote support offerings.
Define service packaging, positioning, pricing, and value propositions, and develop scalable frameworks that improve adoption and long-term retention.
Lead commercialization strategies for all service offerings.
Develop sales tools, value calculators, proposals, and customer-facing marketing materials.
Train commercial teams on service offerings, customer value propositions, and objection handling.
Support strategic account opportunities, enterprise service discussions, competitive responses, and commercial input for RFI and RFP opportunities.
Drive service renewal and expansion initiatives.
Understand customer implementation experiences and lifecycle needs; assess customer feedback and service performance metrics to identify improvements.
Establish Voice of Customer programs focused on service delivery and customer success.
Partner with Service Operations to improve customer satisfaction and operational performance.
Develop programs that increase customer adoption, retention, loyalty, and advocacy.
Develop pricing strategies that capture the value of ICU Medical's services and identify ways to improve gross margin through service delivery models, packaging, pricing, and operational efficiency.
Evaluate service profitability, build financial analyses for new offerings, and identify opportunities to improve margin performance.
Partner with Finance to establish revenue, profitability, and performance targets; monitor service economics and recommend actions to improve financial performance.