Associate Director, Customer Success

ZOLL Medical•Pittsburgh, PA

6d•Remote

About The Position

The Associate Director, Customer Success leads the post-sale customer experience for ZOLL Itamar solutions, primarily WatchPAT programs and IDTF-related workflows. Reporting to the Vice President of Strategic Programs, this individual-contributor leadership role owns customer success outcomes across business areas and operates in a highly matrixed environment. It works closely with Sales, Operations, Digital Health, customer stakeholders, Area Business Directors, regional field teams, and internal support functions to support onboarding, adoption, utilization, issue resolution, and long-term account success. The role serves as a strategic advisor to customers, a voice of the customer internally, and a cross-functional partner focused on customer outcomes, scalable growth, and an improved customer experience. It has no direct reports initially and is expected to lead through influence. The position is remote and requires up to 60% travel, including overnight travel.

Requirements

Bachelor’s degree required.
At least 7 years of experience in customer success, implementation, account management, program management, clinical program leadership, or healthcare operations.
Experience working with hospitals, health systems, physician offices, IDTFs, or similarly complex healthcare environments.
Clinical credentials such as RN, NP, or PT, or meaningful clinical/operational healthcare experience.
Demonstrated success leading complex implementations or post-sale customer programs involving multiple stakeholders, regional field teams, and cross-functional coordination.
Strong executive communication, presentation, and relationship-management skills, including the ability to influence without direct authority and lead in a matrixed environment.
Excellent analytical, organizational, and project-management skills, with the ability to move between strategy and execution.
Proficiency with Microsoft Office products, including Word, Excel, and PowerPoint.
Ability to lead through ambiguity, build scalable processes, improve adoption across a growing customer base, and drive results through influence rather than formal authority.
Strong business judgment and customer-first mindset; able to turn customer needs, operational realities, and commercial objectives into practical action plans.
Strong interpersonal skills and the ability to collaborate and work effectively in customer-facing settings.
Ability to navigate complex environments, coordinate across stakeholders, and manage competing priorities with urgency and professionalism.
Commitment to continuous improvement and delivering measurable value for customers and internal stakeholders.

Nice To Haves

Degree in healthcare administration, business, life sciences, or a related field.
Experience in cardiology, sleep diagnostics, digital health, medical devices, or other clinically oriented healthcare solutions.
Experience designing and delivering customer training using in-person, virtual, or web-based instructional methods.

Responsibilities

Own customer success performance across business areas, including onboarding quality, adoption, utilization, optimization, and ongoing value realization.
Serve as the subject matter expert for WatchPAT program implementation and IDTF-related workflows, guiding customers and internal teams on best practices.
Partner with Area Business Directors, Sales, and Clinical Sales Specialists in each region to align field execution, customer priorities, and implementation success.
Lead customer onboarding, training, and change-management efforts to support deployment and sustained utilization across hospital and physician-office settings.
Assess customer requirements, business workflows, and operational barriers; translate findings into tailored implementation plans and scalable success strategies.
Drive utilization and retention through proactive engagement, education, account reviews, and coordinated action plans.
Monitor customer health, implementation progress, and regional performance trends; identify risks early and lead cross-functional issue and escalation resolution.
Collaborate with Operations, Sales, Digital Health, and external vendors to improve processes, remove friction points, and ensure a high-quality customer experience across assigned regions.
Develop and refine playbooks, tools, training materials, and best practices to improve consistency, scalability, and speed of execution across the customer lifecycle.
Capture customer feedback and performance insights to inform continuous improvement, internal prioritization, and program strategy.
Lead and execute internal strategic projects that improve customer outcomes, operational performance, and cross-functional alignment.