Customer Success Program Manager (m/f/d)

It started with a simple idea: what if surgery could be less invasive and recovery less painful? Nearly 30 years later, that question still fuels everything we do at Intuitive. As a global leader in robotic-assisted surgery and minimally invasive care, our technologies—like the da Vinci surgical system and Ion—have transformed how care is delivered for millions of patients worldwide. We’re a team of engineers, clinicians, and innovators united by one purpose: to make surgery smarter, safer, and more human. Every day, our work helps care teams perform with greater precision and patients recover faster, improving outcomes around the world. The problems we solve demand creativity, rigor, and collaboration. The work is challenging, but deeply meaningful—because every improvement we make has the potential to change a life. If you’re ready to contribute to something bigger than yourself and help transform the future of healthcare, you’ll find your purpose here. Primary Function of Position: The Customer Success Program Manager (m/f/d) is responsible for guiding customers across the DACH region toward long-term operational success by improving efficiency through effective onboarding, training, and the adoption of best practices. The role supports customers in becoming self-sufficient by leveraging Intuitive’s digital tools and resources. In addition, the Customer Success Program Manager serves as a strong customer advocate within the organization, fostering cross-functional collaboration, connecting internal and external stakeholders, and monitoring outcomes to ensure a positive and sustainable customer experience. Roles and Responsibilities: - Lead the onboarding of customers and ensure successful adoption of Intuitive’s products, services, and digital solutions. - Act as a trusted advisor, helping customers achieve operational goals, optimize program performance, and follow best practices. - Monitor customer success metrics, identify risks and improvement opportunities, and coordinate actions to drive long-term outcomes. - Serve as the primary customer advocate, collaborating closely with cross-functional teams including Sales, Marketing, Training, Service, and Finance. - Support the implementation of new products and robotic surgery programs. - Conduct regular business reviews and customer touchpoints to ensure alignment and continuous improvement. - Maintain accurate customer records and provide visibility into customer progress through Customer Success tools and reporting systems. Required Knowledge, Skills, and Experience: - Bachelor’s degree or equivalent professional experience. - 5+ years of experience in Customer Success, Account Management, Sales, or a related customer-facing role, ideally within the medical device or healthcare industry. - Strong project management, process improvement, and stakeholder management skills. - Proven ability to build trusted relationships and collaborate effectively across cross-functional teams. - Excellent communication and presentation skills in a dynamic, fast-paced environment. - Strategic mindset with strong analytical and problem-solving capabilities. - Fluent in German and English, with excellent verbal and written communication skills - Experience with CRM and business systems (e.g., Salesforce) is an advantage. - Willingness to travel occasionally. Wir schätzen jede Person in ihrer Individualität – unabhängig von Geschlecht, ethnischer oder sozialer Herkunft, Religion, besonderen Bedürfnissen, Alter oder sexueller Identität. Diskriminierung hat bei uns keinen Platz. Haftungsausschluss für US-Exportkontrollen: In Übereinstimmung mit den U.S. Export Administration Regulations (15 CFR §743.13(b)) können einige Positionen bei Intuitive Surgical US-Exportkontrollen für potenzielle Mitarbeitende unterliegen, die Staatsangehörige von Ländern sind, die derzeit einen Embargo- oder Sanktionsstatus haben. Bestimmte Informationen, die Sie im Rahmen der Bewerbung angeben, werden verwendet, um festzustellen, ob Intuitive Surgical (i) in Ihrem Namen eine Exportlizenz von der US-Regierung einholen muss (das Lizenzierungsverfahren der Regierung kann bis zu sechs Monate dauern) oder (ii) einen Technology Control Plan (TCP) implementieren muss (verlängert den Einstellungsprozess in der Regel um 2 Wochen). Für alle Positionen bei Intuitive, die Exportkontrollen unterliegen, steht ein endgültiges Angebot unter dem Vorbehalt, dass vor dem geplanten Eintrittsdatum eine genehmigte Exportlizenz und/oder ein vollständig ausgeführter Technology Control Plan (TCP) vorliegt. Das Eintrittsdatum kann dabei angepasst werden, sofern der Genehmigungsprozess den Einstellungsbedarf nicht unangemessen beeinträchtigt. Diese Position kann abhängig von den betrieblichen Anforderungen und/oder der Erfahrung der ausgewählten Kandidatin bzw. des ausgewählten Kandidaten auf einer anderen Jobstufe als hier angegeben besetzt werden. Die Vergütung richtet sich nach der Jobstufe sowie der Qualifikationen der Kandidatin bzw. des Kandidaten, selbstverständlich unter Berücksichtigung aller gesetzlichen Vorgaben.