The Customer Success Manager (CSM) is responsible for cultivating strong, value-based relationships with VirtaMed’s customers, ensuring high levels of system utilization, user satisfaction, and clinical impact.  Acting as a trusted advisor and program enabler, the CSM partners cross-functionally to uncover each customer’s specific annual goals and align them with VirtaMed’s simulation solutions and services. By guiding adoption and expansion of the simulation program, supporting Customer Excellence Program (CEP) and Continued Medical Education (CME) initiatives, and defining measurable outcomes within the agreed account plan, the CSM ensures that simulation use delivers the targeted ROI within the expected timeframe. These achieved outcomes strengthen customer success, accelerate Medtech growth, and significantly increase the likelihood of CEP renewal. 

This role is central to executing VirtaMed’s Customer Success Framework - covering adoption, retention, expansion, and advocacy. The CSM will partner with medical institutions, societies and MedTech clients to define best practices, implement validated curricula, support training and simulation initiatives and help elevate simulation from a luxury to a "need-to-have" training solution.

1. Customer Onboarding and Engagement

• Partner during Medtech Development Project to define simulator requirements that directly support customers’ strategic objectives, key performance indicators and deliver measurable ROI. Act as the bridge between customers and R&D to ensure product development achieves agreed outcomes - resulting in higher satisfaction, increased utility, and expanded purchasing decisions.
• Lead the onboarding process for new customers, including system installation coordination, stakeholder alignment, and initial training execution. 
• Lead customers onboarding at launch by delivering training on the new simulator, outline simulation strategy and ensure successful implementation and adoption. In partnership with the Global Account Manager, share responsibility for driving consistently and effective utilization of the simulator across the customer’s organization to maximize impact and outcomes. Define and execute clear success plans tailored to each customer - incorporating clinical goals, user roles, and usage benchmarks.
• Collaborate with the sales team during Business Reviews to present training progress, utilization, and strategic alignment to customer stakeholders - driving accountability and maintain a clear focus on achieving the ROI targets defined earlier in the engagement.

2. Utilization & Adoption Monitoring

• Monitor system usage and engagement metrics, identifying opportunities for proactive support or training reinforcement with goal to increase customer reach.
• Collaborate with product, sales and customer success teams to deliver refresher sessions, customer engagements, or Connect course enhancements that sustain high usage.
• Capture, analyze, and share usage data via dashboards to ensure transparency and accountability at the program level.

3. Training and Program Delivery

• Provide ongoing support for high quality training programs, including CEP, live events and CME initiatives
• Customize Connect, build curriculum and deliver simulation training based on specific customer needs that align with defined KPI’s.

4. Expansion and Upsell Support

• Proactively identify and communicate expansion opportunities by recognizing customer challenges or growth goals and positioning our services as the solution to drive meaningful impact.
• Collaborate with Sales and Marketing to ensure timely handoffs and alignment of upselling strategies.
• Promote adoption of new products or features by coordinating onboarding and training for expanded deployments.

5. Advocacy and Outcome Documentation

• Foster customer advocacy by developing success stories and case studies, collecting outcome data to demonstrate ROI and KPIs, supporting customer training and CME initiatives, and collaborating on conference presentations.
• Maintain detailed documentation and support the Head of Customer Success in internal reporting as necessary.

• Bachelor’s degree in Business, Life Sciences or related field; advanced degree a plus
• 3+ years in Customer Success, Account Management, or related Medtech/Healthcare role.
• Experience with simulation, medical education, or clinical training programs preferred.
• Strong analytical skills and ability to translate data into meaningful insights.
• Excellent communication and relationship management skills with executive presence.
• Proven track record of driving customer satisfaction, retention, and growth.
• Ability to create and conduct internal and external training.
• Familiarity with CRM systems, LMS tools, and basic analytics platforms.
• Comfort with travel and onsite training engagements (minimum 40%). 

Today, there are over 90 VirtaMedians worldwide, with innovation headquartered in Zurich, Switzerland, and a global network of expert partners. VirtaMed’s simulation and advanced data analytics are embedded into medical education in collaboration with hospitals, medical societies, and medical device companies.

We are looking forward to your application! Please upload your CV, motivation letter, and your top-5 list of why you would like to work with us. For some recommendations from your possible future colleagues, check out the video and statements on the website www.virtamed.com at About us → Company culture.