Customer Success Manager – New Product Launch & Adoption (Plymouth, MN)

Job Title

Job Description

Customer Success Manager – New Product Launch & Adoption (Plymouth, MN)

Be the clinical and technical force behind successful product launches, partnering directly with physicians and field teams to turn innovation into better cath lab workflows and patient outcomes. You’ll shape how new technologies are adopted in the field while bringing real customer insights back to R&D to influence what comes next.

Your role:

• Partner with physicians and cath lab teams to understand workflows, learning needs, and adoption barriers, guiding customers from account preparation through launch and sustained adoption.
• Deliver approved product and clinical education while preparing Sales and field teams on technology, clinical application, account readiness, stakeholder engagement, case support, and follow-up.
• Build scalable customer success programs, playbooks, and launch practices that strengthen field readiness, customer experience, retention, customer lifetime value, and revenue growth.
• Coordinate cross-functional partners across Marketing, Training & Education, Clinical, R&D, Sales, and leadership to resolve adoption challenges and translate customer insights into product, training, messaging, and launch improvements.
• Define and monitor KPIs for activation, adoption, retention, field readiness, and recurring barriers while evaluating enabling tools, aligning priorities with business and regional needs, and applying learnings to future launches and continuous improvement.

You're the right fit if:

• You have significant experience in a clinical environment, medical technology, or customer-facing role supporting complex technology adoption.
• Your skills include clinical expertise in cardiac anatomy, disease states, and procedures; strong understanding of cath lab workflows; ability to explain complex technology from clinical and technical perspectives; experience teaching/coaching clinicians and commercial teams; product launches, customer onboarding, clinical adoption, and field readiness; and cross-functional leadership with senior stakeholders.
• You earned a Bachelors degree (Master’s preferred) in Business Administration, Customer Relationship Management or equivalent; and you have 10+ years of professional experience.
• You demonstrate strong communication, relationship-building, and influencing skills, including translating customer insights into clear recommendations; willingness to travel regularly to customer sites and field team activities.
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position. 

How we work together:

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

This is an office-based role.

About Philips:

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
• Learn more about our culture.

Philips Transparency Details:

The pay range for this position in Plymouth, MN is $159,000 to $253,000

The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.  

In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered.  Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more.  Details about our benefits can be found here.

At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case.

Additional Information:

• US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.Company relocation benefits will not be provided for this position. 
• For this position, you must reside in or within commuting distance to Plymouth, MN.

This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates.  Interested candidates are encouraged to apply as soon as possible to ensure consideration.

Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.