Customer Success Specialist

What will you be doing?

As a Pressure Injury Prevention Customer Success Specialist, you will be at the forefront of driving adoption, optimization, and expansion of the LEAF technology platform. Your role will be instrumental in delivering clinical education, ongoing support, and ensuring high utilization across your assigned LEAF accounts. You’ll lead initial customer training, plan and execute Go-Live events—including change management—and provide continuing education through initiatives like Turn Academy and monthly data reviews.

You’ll serve as the front-line clinical support for high-value LEAF customers, collaborating with LEAF Sales Specialists (LSS), Clinical Resource Specialists (CRS), and Advanced Wound Care teams to onboard new accounts within assigned Integrated Delivery Networks (IDNs). Your ability to train and educate clinical staff on product features, best practices, and workflow integration will be key to embedding LEAF into daily operations. You’ll also troubleshoot issues and provide remote or on-site assistance to ensure a seamless user experience.

In this role, you’ll develop partnerships with clinical teams, skin and pressure injury prevention teams, and quality departments. You’ll leverage LEAF’s suite of reports to deliver actionable insights, identify workflow enhancements, and support Quarterly Business Reviews with customer-level data that reinforces ROI. You’ll also identify opportunities to integrate LEAF into electronic health records (EHRs) and other healthcare technologies.

Beyond support, you’ll help grow the business by identifying expansion opportunities within current accounts and qualifying new leads based on clinical insights and networking. You’ll contribute to strategic account planning with detailed feedback on user behavior, trends, and customer insights.

What will you need to be successful?

To thrive in this role, you’ll bring a strong clinical foundation—ideally as a Registered Nurse—and a bachelor’s degree is preferred. You should have at least three years of clinical experience, with prior exposure to clinical technology platforms being highly desirable. A solid understanding of hospital turning and repositioning protocols will help you support workflow integration and drive utilization of the LEAF platform.

Your ability to analyze data and extract actionable insights will be key, so strong data analytics skills are essential. You’ll also need to be confident presenting, training, and communicating with diverse clinical teams. Since this role involves supporting accounts across multiple regions, you must be comfortable traveling up to 50% as needed.

Success in this position requires a self-starter mindset and a passion for innovation, patient care, and improving clinical outcomes. You’ll work closely with cross-functional teams, so being collaborative and team-oriented is a must.

You. Unlimited.

We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve.

This is where you belong.

• Inclusion and Belonging- Committed to Welcoming, Celebrating and Thriving on Inclusion and Belonging, Learn more about Employee Inclusion Groups on our website (https://www.smith-nephew.com/ ).

• Your Future: 401k Matching Program, 401k Plus Program, Discounted Stock Options, Tuition Reimbursement

• Work/Life Balance: Flexible Personal/Vacation Time Off, Paid Holidays, Flex Holidays, Paid Community Service Day

• Your Wellbeing: Medical, Dental, Vision, Health Savings Account (Employer Contribution of $500+ annually), Employee Assistance Program, Parental Leave, Fertility and Adoption Assistance Program

• Training: Hands-On, Team-Customized, Mentorship

• Extra Perks: Discounts on fitness clubs, travel and more!

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