Product Marketing Manager, Services & Customer Success Solutions

Position Summary

The Product Marketing Manager, Services & Customer Success Solutions is responsible for driving the commercial strategy, growth, and profitability of ICU Medical's service offerings across the Infusion Systems portfolio. This highly visible role will serve as the commercial architect of ICU Medical's services business, helping transform services from a cost center into a differentiated profit center that improves customer outcomes, increases customer lifetime value, and strengthens portfolio profitability.

Working closely with Service Operations, Sales, Clinical, Finance, Contracting, Legal, Product Management, and Executive Leadership, this individual will develop tiered implementation service offerings, service contracts, extended service agreements, technical support programs, field service solutions, training services, and customer success initiatives that create measurable value for customers while improving business profitability.

Key Responsibilities

Services Portfolio Strategy & Business Growth

• Develop and execute the long-term commercial strategy for ICU Medical's Infusion Systems service offerings across infusion pumps, software, and related technologies.
• Identify opportunities to transform service offerings into scalable, revenue-generating solutions.
• Build business cases for new service programs and investment opportunities.
• Develop annual growth plans and long-range strategies for the services portfolio.
• Analyze market trends, customer expectations, and competitive service models to identify opportunities for differentiation and growth.
• Drive service revenue and profitability objectives.

Service Product Development

• Design, develop, and commercialize direct and indirect tiered implementation service packages that address the needs of different customer segments.
• Create and optimize service offerings including implementation services, customer onboarding programs, extended service agreements, preventive maintenance programs, technical services, field service offerings, training and education programs, customer success programs, premium service offerings, and digital and remote support services.
• Define service packaging, positioning, pricing, and value propositions.
• Develop scalable service frameworks that improve customer adoption and long-term customer retention.

Commercialization & Go-to-Market Leadership

• Lead commercialization strategies for all service offerings.
• Develop sales tools, value calculators, proposals, and customer-facing marketing materials.
• Train commercial teams on service offerings, customer value propositions, and objection handling.
• Support strategic account opportunities and enterprise service discussions.
• Drive service renewal and expansion initiatives.
• Support field teams with competitive responses, commercial input for RFI, RFP, and strategic account opportunities.

Customer Experience & Customer Success

• Develop a deep understanding of customer implementation experiences and lifecycle needs.
• Evaluate customer feedback and service performance metrics to identify improvement opportunities.
• Establish Voice of Customer programs focused on service delivery and customer success.
• Partner with Service Operations to improve customer satisfaction and operational performance.
• Develop programs that increase customer adoption, retention, loyalty, and advocacy.

Pricing & Profitability Management

• Develop pricing strategies that appropriately capture the value of ICU Medical's services.
• Identify opportunities to improve gross margin through optimization of service delivery models, service packaging, pricing strategy, and operational efficiency.
• Evaluate service profitability and identify opportunities to improve margin performance.
• Build business models and financial analyses that support new service offerings.
• Partner with Finance to establish revenue, profitability, and performance targets.
• Monitor service economics and recommend actions that improve financial performance.

Minimum Qualifications, Education, and Experience

• Bachelor's Degree in Business, Marketing, Life Sciences, Healthcare Administration, Engineering, or related field.
• Minimum 4 years of experience in marketing, sales, or commercial roles within the medical device or healthcare industry.
• Demonstrated experience developing and executing successful commercialization strategies.
• Experience developing and commercializing customer-facing offerings.
• Strong analytical skills with the ability to translate data into strategic recommendations.
• Demonstrated ability to develop business cases and pricing strategies.
• Demonstrated ability to lead and influence cross-functional teams without direct authority.
• Excellent communication, presentation, and influencing skills, including with C-suite executives.
• Proficiency with Microsoft 365 applications.
• Must be at least 18 years of age.

Preferred Qualifications

• MBA or other advanced business degree.
• Experience in medical device services, customer success, technical services, field services, or healthcare operations.
• Marketing experience in FDA Class II medical device hardware and software.
• Experience commercializing recurring revenue, subscription, warranty, maintenance, or service-based offerings.
• Knowledge of infusion therapy workflows, medication delivery technologies, and healthcare purchasing processes.
• Familiarity with infusion therapy, healthcare technology, interoperability solutions, or hospital medical equipment.
• Experience supporting capital equipment businesses.
• Knowledge of healthcare economics, purchasing processes, and service contract structures.
• Experience launching premium or tiered service offerings.