Healthcare Customer Success Program Lead

At Intuitive, we are united behind our mission: we believe that minimally invasive care is life‑enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints. As a pioneer and leading company in the field of robotic‑assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference.

The Customer Success Program Manager is responsible for guiding UK customers toward long‑term operational success by increasing efficiencies through onboarding, education on best practices, and support. The role helps customers become self‑sufficient by using Intuitive’s digital tools and resources. In addition to significant customer‑facing activities, the manager plays an active role in internal customer advocacy, driving transparency with cross‑functional teams, connecting internal and external touchpoints, and monitoring outcomes to ensure long‑term success for our customers.

Roles and Responsibilities

• Manage the successful onboarding process for selected Intuitive customers, ensuring they leverage all services and resources effectively throughout the customer lifecycle.
• Become an expert of the Intuitive Ecosystem offerings and services to provide relevant solutions tailored to the different hospital stakeholders’ unmet needs.
• Ensure cross‑functional collaboration for proactive support of Tier 1 accounts through interactions with the Leadership Team, Sales, Marketing, Contract & Tenders Department, Finance, Field Services Engineers, SRS, Genesis, etc.
• Monitor outcomes to ensure long‑term success for customers and prevent potential bottlenecks impacting hospital performance.
• Serve as an advocate, championing customer needs and collaborating with internal teams to ensure resolution of challenges.
• Support customers to reach key milestones and business outcomes by monitoring program utilization, identifying risks and improvement opportunities.
• Utilize Customer Success business systems to track, maintain and schedule all customer interactions, ensuring milestones are met and providing visibility to Sales and Shared Services.
• Monitor customer health dashboards and coordinate actions with key stakeholders.
• Coordinate activities with internal teams—including sales, marketing, contract & tender, training, SRS, Genesis, Accounts Receivable, field service and digital services; identify areas of improvement and potential bottlenecks.
• Help identify process improvements that enhance operational efficiencies at customer sites; ensure constant alignment with customers through regular touchpoints and quarterly/strategic business reviews.
• Act as the internal support lead for customers and Intuitive resources for new product launches and robotic program implementation.
• Educate Intuitive Sales and Shared Services teams on available resources and best practices.

Qualifications

• Bachelor’s degree or relevant work experience is required.
• 5–10 years of experience in account management, sales, marketing, or a similar Customer Success role in the medical device or healthcare industry.
• Experience with the Da Vinci system is a must.
• Natural ability to build strong relationships, maintain a positive attitude, and think strategically.
• Project management and process improvement skills.
• Comfortable working within a matrix environment and influence management.
• Demonstrated ability to work cross‑functionally.
• Excellent oral and written communication skills and proficiency in creating and delivering effective presentations.
• Self‑motivated with strong interpersonal skills, sensitivity to complex organizational structures, varying cultures, and potentially conflicting goals.
• Proactive analytic skills and a passion for problem solving.
• Ability to think strategically and use good judgment.
• Ability to work independently in a dynamic, fast‑paced environment.
• Enjoys playing an active role in internal customer advocacy.
• Experience in MS Office Suite required; working knowledge of SAP ERP, CRM systems, Salesforce.com and Gainsight a plus.
• Occasional travel may be required.

Equal Employment Opportunity

Intuitive is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.