About this role
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. $115,000-$125,000 DOE