Customer Success Manager

Overview

The Customer Success Manager (CSM) plays a key supporting role in ensuring the sustained success of Magnolia Medical’s solutions across hospital systems. Working in close alignment with Account Executives (AEs) and under the direction of the Regional AVP of Sales, the CSM provides on-site and virtual support to help hospitals achieve and maintain low blood culture contamination (BCC) rates. This role blends clinical expertise with customer success and operational insight. CSMs reinforce clinical best practices, help customers translate performance outcomes into measurable ROI, and partner with field teams to ensure long-term product adoption and value realization.

The CSM is a customer-facing role focused on sustaining performance and supporting the field

team’s success. They are deployed by the AVP to high-priority sites—particularly those undergoing

onboarding, expansion, or performance fluctuations—to help drive consistency, compliance, and

measurable results.

Candidates should preferably reside in Ohio; however, applicants located in Michigan or Kentucky will also be considered.

Key Responsibilities

Customer Support & Performance Sustainment

• At the direction of the AVP, collaborate with AEs to identify and prioritize hospitals that would

benefit from additional clinical or operational support.

• Support hospitals in achieving and sustaining low BCC rates through on-site engagement,

targeted education, and short-term interventions during key periods such as staff transitions,

department expansions, or new account onboarding.

• Reinforce proper workflow, utilization, and documentation to help customers realize the

operational and financial value of Magnolia’s solutions.

Education & Training

• Build, manage, and deploy a network of per diem nurses in key hospitals and IDNs to deliver

product and disease state education, and to support account maintenance activities such as

clinical audits, inventory tracking, product stocking, and compliance follow-up.

• Develop and deliver tailored education programs for clinicians, nurses, laboratory staff, and

administrators, including onboarding, refresher sessions, and new staff training, and reinforce

product knowledge and value messaging to drive proper use, sustained compliance, and

measurable ROI.

• Support external education initiatives such as conferences, workshops, and professional

forums to advance Magnolia’s mission and visibility.

Operational Insight & Documentation

• Act as a field liaison between customer sites, Sales, and internal teams to share insights that

inform strategy and drive continuous improvement.

• Support field planning by providing data-driven input on utilization, contamination trends,

and opportunities for performance optimization.

• Contribute to the refinement and standardization of clinical training protocols to ensure

consistent product use and outcomes across sites.

• Maintain clear documentation of all CSM-led activities and observations in Salesforce (CRM)

to ensure visibility and effective follow-up by the AE

• Performs other duties as assigned.

Required Skills & Experience

• Nursing background preferred; strong consideration given to candidates with clinical

experience.

• 3–5 years of experience in customer success, clinical support, field education, or account

management within healthcare or medical devices.

• Strong understanding of hospital operations and the ability to connect clinical performance to

operational and financial outcomes.

• Experience working with hospital stakeholders, including ED, Laboratory, Infection Prevention,

and Nursing Education.

• Analytical and data-driven mindset, with the ability to translate clinical evidence and utilization

data into actionable insights for customers and internal teams; use of systems such as

SalesForce.com, Tableau, MSOffice Suite, ERP and other enterprise systems

• Solutions-oriented approach, able to assess challenges, develop practical strategies, and drive

resolution

• Project Management experience
• Proven ability to lead training programs, conduct stakeholder meetings, and communicate

clinical and financial value.

• Excellent problem-solving, relationship management, and communication skills.
• Demonstrated ability to manage multiple projects with urgency and accountability.
• Ability to travel extensively (up to 75%).
• Ability to lift up to 30 pounds regularly, occasionally full mobility may be used for reaching,

bending, kneeling, stretching or lifting in excess of regular amounts.

About Magnolia Medical

Magnolia Medical Technologies, Inc. is redefining the accuracy of sepsis testing with Steripath®, the

only device proven to reduce blood culture contamination significantly. With over 20 clinical studies,

peer-reviewed publications, and an expanding IP portfolio, Magnolia Medical is establishing the new

standard for blood culture integrity. The company offers competitive compensation, benefits, and

incentive opportunities in a fast-growing, mission-driven environment.