Customer Success Manager, Empower

Job Function:

The Empower Customer Success Manager (CSM) plays a critical role in executing successful Empower implementations, driving clinical workflow adoption, and supporting Össur’s product growth across its Empower customer base. This high-travel position combines hands-on onboarding, relationship management, and sales enablement, positioning the CSM as the face of Empower during and after go-live.

CSMs lead clinics through the full onboarding lifecycle, including training, configuration, and go-live execution, while also identifying opportunities to increase utilization of Össur’s bracing and support products. Post-launch, CSMs maintain light-touch engagement focused on product adoption, satisfaction, and clinical alignment. Their presence ensures not only a smooth software experience but also a path to maximize the clinic’s value through Empower.

Working closely with B&S Sales Teams and the Senior Manager, Customer Success and Solution, the CSM surfaces clinical use cases, participates in cost-savings evaluations, and contributes to strategic account planning for both new and existing customers. This role is essential in ensuring that Empower software success translates into long-term Össur product growth and retention.

Responsibilities:

• Lead onsite Empower implementations, including training, workflow setup, go-live execution, and post-launch adoption support

• Serve as the primary point of contact during implementation to ensure clinic readiness, user confidence, and successful onboarding

• Build strong relationships with key clinic stakeholders and act as a trusted advisor throughout the Empower journey

• Develop and execute account-specific success plans with defined milestones, ensuring customer satisfaction and retention

• Collaborate with the Senior Manager and Sales to align implementation execution with broader account strategy and Össur product growth goals

• Identify clinical use cases and participate in cost-savings analyses to support increased adoption of Össur braces and supports

• Surface product expansion opportunities and coordinate with Sales on conversion campaigns and next-step engagement

• Contribute to the development of clinical workflows and protocols that enhance Empower’s value and increase share of wallet

• Provide high-touch education and coaching to drive platform adoption and promote long-term value realization

• Support the creation and delivery of training content, educational tools, and user resources

• Maintain clear documentation of customer interactions, progress, feedback, and key activities within the company CRM

• Monitor customer issues, escalate concerns, and advocate for solutions that improve the overall customer experience

• Deliver regular follow-up after go-live to ensure stable adoption and transition customers to long-term success

• Organize account priorities, manage territory travel, and execute all responsibilities with professionalism and ethical conduct

• Partner cross-functionally with Product and Application teams by sharing insights and feedback from field engagements

• Comply with all Össur policies, procedures, reporting standards, and company values — Honesty, Frugality, and Courage

• Maintain confidentiality of proprietary information and exercise good judgment in the use of company funds and resources

• Travel up to 50–70% to customer sites and represent Össur with empathy, integrity, and clinical expertise

• Perform other duties as requested

Qualifications:

• Bachelor’s Degree required.

• 4–6 years of experience in healthcare operations, clinical support, or customer onboarding.

• Skilled in working with different functions and effectively coordinates their activities to achieve desired results.

• Experience supporting or implementing SaaS platforms in a healthcare environment is a plus.

• Excellent communication, interpersonal, and problem-solving skills.

• Comfortable leading in-person training and adapting to different clinical environments.

• Highly organized and able to manage multiple implementation timelines.

• Ability to travel up to 50–70%, primarily related to new account go-lives.

• Proficiency in Microsoft Office, Salesforce, and cloud-based platforms.

• Potential for 1-2 weekends a year.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with di