Associate Director, Customer Success

ZOLL Medical Corporation • Parsippany, NJ

7d • $150,000 - $160,000 • 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. This individual-contributor leadership role owns customer success outcomes across business areas, including onboarding quality, adoption, utilization, issue resolution, and long-term value realization. Reporting to the Vice President of Strategic Programs, the role works in a highly matrixed environment and partners with Sales, Operations, Digital Health, Area Business Directors, regional field teams, internal support functions, external vendors, and customer stakeholders.

The position serves as a strategic advisor to customers and a voice of the customer internally. It leads onboarding, training, change management, implementation planning, and customer engagement across hospital and physician-office settings. The role also develops scalable tools and practices, monitors customer and regional performance, identifies risks, coordinates issue resolution, and leads strategic projects intended to improve customer outcomes, operational performance, and cross-functional alignment.

This is a remote position with travel of up to 60%, including overnight travel. The annual salary range is $150,000 to $160,000, and the position is eligible for an annual bonus in accordance with the company’s bonus plan.

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 or 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 effectively 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.
• Strategic thinking, strong business judgment, and a customer-first mindset.
• Ability to synthesize customer needs, operational realities, and commercial objectives into practical action plans.
• Strong interpersonal skills and effectiveness in customer-facing settings.
• Ability to navigate complex environments, coordinate multiple stakeholders, and manage competing priorities with urgency and professionalism.
• Commitment to continuous improvement and delivering measurable value for customers and internal stakeholders.
• Able to travel up to 60%, including overnight travel.

Nice To Haves

• A 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 for 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 resolution of issues and escalations.
• 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.

Benefits

• Eligible for an annual bonus in accordance with the company’s bonus plan.
• Comprehensive benefits plans are available; specific benefits are described at www.zollbenefits.com.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior