Customer Success Program Manager (m/f/d)

Customer Success Program Manager (m/f/d)

Locations: Nuremberg, BY, Germany; Stuttgart, BW, Germany; Munich, BY, Germany; Freiburg Im Breisgau, GERMANY, Germany

Remote Available

Department: Customer Support & Training

Job number: JOB221649

Company Description 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.

Job Description 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.

Qualifications

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.

• Additional Information

• We value every person in their individuality – regardless of gender, ethnic or social origin, religion, special needs, age or sexual identity. Discrimination has no place with us.

• Disclaimer for US export controls: In accordance with the U.S. Export Administration Regulations (15 CFR §743.13(b)) some positions at Intuitive Surgical may be subject to export controls for potential employees who are nationals of countries with embargo or sanction status.

• Certain information you provide during the application process may be used to determine whether Intuitive Surgical (i) needs to obtain an export license from the U.S. government on your behalf or (ii) needs to implement a Technology Control Plan (TCP), which may extend the hiring process.

• For all positions at Intuitive with export controls, an final offer is contingent on an approved export license and/or a fully executed TCP prior to the planned start date. The start date may be adjusted if the approval process affects hiring needs.

• This position may be filled at a different job level depending on business requirements and/or the experience of the selected candidate. Compensation will be commensurate with the job level and the candidate’s qualifications, in compliance with all legal requirements.

• Learn more about the team

• Customer Experience and Services

• Learn more about the location

• Germany, Freiburg Location

• Learn more about Intuitive

• We are proud of our work

• Our achievements have been recognized and celebrated around the world.

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• Important Notice to Job Seekers: Beware of Recruitment Scams

• We have been made aware of fraudulent emails and job offers being sent to candidates by individuals posing as representatives or recruiters of our company. Please be advised that we would never extend an offer of employment to anyone who has not formally submitted an application through our official careers site and completed our formal interview process.

• To protect yourself from potential scams, please ensure that any communication you receive regarding job opportunities at our company directs you to our careers site for application submission.

• The Future is Intuitive

• At Intuitive, we envision a future where care is more connected, customized, and intelligent—so the question won’t just be how long we live, but how well.

• Notes about location and teams appear in multiple regions. Please refer to the official careers site for current postings and location details.

Benefits

• Our benefits overview.

• We believe in supporting happy and healthy teams. As a valued team member, your benefits extend far beyond your hourly pay or salary. Learn more about our benefits and perks.

• Financial offerings

• We’re here to support your short- and long-term goals.

• Family support

• At Intuitive, we believe in the importance of family and seek to foster a family-friendly culture.

• Healthcare plans

• Like the patients we serve, your health is also very important to us.

• Growth & development

• Your personal and professional growth and development is important to you--and to us.

• Not yet ready to apply?

• When you join our Talent Community, we‘ll keep you informed about all things Intuitive, including new job openings, employee stories, and company news. You’ll see how every day we‘re proving what‘s possible—for our careers and for minimally invasive robotic surgery.

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