{"id":2460799,"url":"https://alion.io/job/intuitive-surgical-customer-success-program-manager","title":"Customer Success Program Manager","company":{"id":3128,"name":"Intuitive Surgical","domain":"intuitive.com","url":"https://alion.io/company/intuitive","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":67,"ghost_share":0,"stale_share":0.985,"repost_share":0,"time_to_fill_p50_days":28,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Management","role_family":"Management","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["Brussels, Belgium"],"countries":["BE"],"hiring_countries":["US","BE"],"hiring_countries_total":2,"salary":null,"salary_estimate":{"min_usd":54000,"max_usd":122000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":5330},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-13T14:50:34Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-14T10:21:25Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"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.\nAs a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare’s hardest challenges and advance what is possible.\nIntuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere-we strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves.\nPassionate people who want to make a difference drive our culture-our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real-world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential.\nJoin a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let’s advance the world of minimally invasive care.\n Primary Function of Position:\nThe Customer Success Program Manage is responsible for guiding customers toward long-term operational success by increasing efficiencies through onboarding, educating on best practices. S/He will help customers become self-sufficient by using Intuitive’ s digital tools and resources. In addition to these significant customer-facing activities, the Customer Success Program 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.\nRoles and Responsibilities:\nManage the successful onboarding process for selected Intuitive customers by ensuring they are leveraging all services and resources effectively throughout the customer lifecycle.\nBecome an expert of the Intuitive Ecosystem offerings and services so as to provide relevant solutions to fit the different Hospital stakeholders’ unmet needs\nEnsure cross-functional collaboration for proactive support of the Tier 1 Accounts through interactions with the Leadership Team, Sales, Marketing, Contract & Tenders Department, Finance, Field Services Engineers, SRS, Genesis, etc…\nMonitor outcomes to ensure long-term success for our customers and prevent potential bottlenecks impacting on the overall hospitals’ performance.\nServes as an advocate, championing customer needs and collaborating with internal teams to ensure resolution of challenges\nSupport customers to reach key milestones and business outcomes by monitoring program utilization to identifying risks and improvement opportunities.\nUtilize Customer Success business systems to track, maintain and schedule all customer interactions, to ensure all customer milestones are being met, and provide visibility to Sales and Shared Services\nMonitor customer Health dashboard and coordinate actions with key stakeholders.\nCoordinate the activities with internal teams, including sales, Marketing, Contract & Tender, training, SRS, Genesis, Account Receivable, field service and digital services. Identify areas of improvement and potential bottlenecks.\nHelp to identify process improvements that enhance operational efficiencies at customer site. Ensure constant alignment with customers by conducting regular touchpoints and quarterly/strategic business reviews\nInternal support lead for customers and Intuitive resources for new product launches and robotic program implementation.\nEducate Intuitive Sales and shared services teams on available resources and best practices.\n Required Knowledge, Skills, and Experience:\nBachelor’s degree or relevant work experience is required\n5-10 yrs. of experience in account management, sales, marketing or a similar Customer Success role, preferably in the medical device or healthcare industry.\nNatural ability to build strong relationships, maintain a positive attitude and has the ability to think strategically\nProject Management and Process Improvement skills\nComfortable working within a matrix environment and influence management\nDemonstrated ability to work cross-functionally\nExcellent oral and written communication skills and proficient in creating and delivering effective presentations.\nNatural ability to build strong relationships, maintain a positive attitude and be self-motivated. \nExcellent interpersonal skills, with sensitivity to complex organizational structures, varying cultures, and potentially conflicting goals. Comfort working with both internal and external customers \nProactive analytic skills and a passion for problem solving.\nAbility to think strategically and use good judgement.\nAbility to work independently in a dynamic in a fast-paced environment.\nEnjoys playing an active role in internal customer advocacy\nExperience in MS Office Suite required. Working knowledge of SAP ERP and CRM systems, Salesforce.com and Gainsight a plus.\nFluency in French (Native preferred) and English, any other European language an asset.\nOccasional travels may be required\n 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.\nWe will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.\nU.S. Export Controls Disclaimer: In accordance with the U.S. Export Administration Regulations (15 CFR §743.13(b)), some roles at Intuitive Surgical may be subject to U.S. export controls for prospective employees who are nationals from countries currently on embargo or sanctions status.\nCertain information you provide as part of the application will be used for purposes of determining whether Intuitive Surgical will need to (i) obtain an export license from the U.S. Government on your behalf (note: the government’s licensing process can take 3 to 6+ months) or (ii) implement a Technology Control Plan (“TCP”) (note: typically adds 2 weeks to the hiring process).\nFor any Intuitive role subject to export controls, final offers are contingent upon obtaining an approved export license and/or an executed TCP prior to the prospective employee’s start date, which may or may not be flexible, and within a timeframe that does not unreasonably impede the hiring need. If applicable, candidates will be notified and instructed on any requirements for these purposes.\nThis position may be filled at a different job level than listed here depending on\nbusiness need and/or on the selected candidate’s experience, knowledge and skills.\nCompensation will be based primarily on the job level at which the role is filled and the\ncandidate’s qualifications, consistent with applicable law.","description_format":"text","description_chars":7458,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"French","level":"Advanced (C1)","optional":true},{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"Belgium","iso":"BE","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Medical & Healthcare Robotics"],"lifecycle":[{"event":"open","at":"2026-10-13T17:19:05Z"}],"visa":[],"liveness":{"score":60,"band":"ok","label":"Likely open","p_open":1,"p_active":0.602,"p_room":1,"age_days":0,"expected_fill_days":28,"reasons":["conf:1","stale_co","win:early","comp:brand"],"computed_at":"2026-10-14T06:34:16Z"},"pay":null,"html_url":"https://alion.io/job/intuitive-surgical-customer-success-program-manager","json_url":"https://alion.io/job/intuitive-surgical-customer-success-program-manager.json","meta":{"generated_at":"2026-10-14T10:23:30Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12076,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3128},"rest":"https://alion.io/mcp/rest/get_company?id=3128"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fintuitive-surgical-customer-success-program-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fintuitive-surgical-customer-success-program-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fintuitive-surgical-customer-success-program-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/intuitive-surgical-customer-success-program-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fintuitive-surgical-customer-success-program-manager"}]}