Senior Manager, Customer Success
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Job Description
Senior Customer Success leader driving digital adoption, portfolio governance, and value realization for Johnson & Johnson MedTech. Building customer relationships and scaling a digital success operating model.
Responsibilities:
- Serve as the primary relationship lead for assigned areas
- Craft high-value digital opportunities and ensure investments achieve adoption, measurable outcomes, and sustained value
- Establish and scale a consistent Customer Success operating model across the portfolio
- Orchestrate work across Business, Product Management, Data Science & AI, Data Product Management, and Reporting & Analytics teams
- Build trusted relationships with business and functional leaders
- Maintain transparency into priorities and relationship health
- Connect collaborators with capabilities needed to advance high-value digital opportunities
- Guide opportunities through Digital Marketplace intake and qualification
- Clarify business needs, expected outcomes, strategic alignment, and readiness for investment
- Coordinate handoffs to Product Management, solutioning, and governance teams
- Lead customer discovery and translate unmet needs into value cases, expected outcomes, success criteria, and prioritized digital opportunities
- Bring customer, value, and strategic-fit insights into portfolio prioritization, funding, and governance decisions
- Partner with product and change leaders to strengthen customer engagement, adoption, and continuous feedback throughout the digital lifecycle
- Establish a consistent approach to value realization across the portfolio
- Partner with product and business owners to define and track outcomes, critical metrics, and customer impact
- Provide clear insights and escalations to leadership
Requirements:
- Minimum of a Bachelor's degree and/or equivalent University degree required
- Minimum eight (8) years of relevant professional work experience
- Experience in Customer Success, Digital Transformation, Product Operations, Portfolio Management, Consulting, Strategy, or Program Leadership
- Demonstrated experience leading demand management, opportunity qualification, business case development, or portfolio governance processes
- Proven experience defining value frameworks, success metrics, benefits realization, and executive reporting
- Experience driving adoption, organizational change, customer engagement, and customer success for digital products
- Strong analytical and data-driven decision-making capabilities, including dashboarding and performance insights
- Exceptional communication, facilitation, storytelling, and influencing skills
- Proven ability to lead cross-functional initiatives across Business, Product, Data, Technology, and Operations organizations
- Ability to navigate ambiguity, establish structure, and drive execution in complex environments
- Customer-centric leadership with strong intuition for business and bias for action
- Up to 15% domestic and international travel may be required
- Preferred: focused degree in Business, Engineering, Supply Chain, Information Systems, Analytics, or equivalent
- Preferred: advanced degree
- Preferred: experience in MedTech, Life Sciences, Manufacturing, or Supply Chain
- Preferred: experience with digital products, data platforms, AI, analytics, workflow automation, or enterprise applications
- Preferred: experience building or scaling Customer Success or Value Realization capabilities across a digital portfolio
- Preferred: certification or training in Agile, Product Management, Change Management, Lean, Program Management, or Benefits Realization
Benefits:
- Consolidated retirement plan (pension)
- Savings plan (401(k))
- Eligibility for the Company’s long-term incentive program
- Vacation – 120 hours per calendar year
- Sick time – 40 hours per calendar year; 48 hours per calendar year for employees residing in Colorado; 56 hours per calendar year for employees residing in Washington
- Holiday pay, including Floating Holidays – 13 days per calendar year
- Work, Personal and Family Time – up to 40 hours per calendar year
- Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
- Bereavement Leave – 240 hours for an immediate family member; 40 hours for an extended family member per calendar year
- Caregiver Leave – 80 hours in a 52-week rolling period
- Volunteer Leave – 32 hours per calendar year
- Military Spouse Time-Off – 80 hours per calendar year
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