Director, Customer Success & IDTF Operations

ZOLL Medical Corporation•Atlanta, GA

2d•Remote

About The Position

The Director, Customer Success & IDTF Operations is responsible for leading the day-to-day execution, people leadership, and operational performance of ZOLL Itamar's Customer Success, IDTF Operations, and WatchPAT TurnKey functions. Reporting to the Vice President, Strategic Programs, this role manages leaders and teams responsible for customer onboarding, adoption, utilization support, service continuity, issue resolution, and operational execution across IDTF workflows, WatchPAT programs, and service-delivery operations. While the sales field team retains ownership of the account post-sale, the Customer Success organization serves as an additional, leveraged resource that supports account success, utilization, issue resolution, and customer experience in close alignment with Area Business Directors and field priorities. This role and team also serve as the subject matter experts on customer success best practices and partner closely with the Training department to reinforce field execution, share best practices, and support enablement, while the Training department retains ownership of formal training design and delivery. This leader translates strategic direction into operational execution, drives accountability across teams, partners closely with Sales, IDTF Operations, Digital Health, Training, and field leadership, and ensures a high-quality, scalable customer experience across the business. As part of building and maturing the organization, this leader may also maintain selective direct engagement in an assigned area or region, providing hands-on support where needed while continuing to lead the broader Customer Success and IDTF Operations function.

Requirements

Bachelor’s degree required; degree in healthcare administration, business, life sciences, or a related field preferred.
10+ years of experience in customer success, implementation, account management, program management, healthcare operations, service delivery, or a related leadership function.
5+ years of people leadership experience, including experience leading managers, distributed teams, or matrixed customer-facing organizations.
Experience working with hospitals, health systems, physician offices, IDTFs, or similarly complex healthcare environments.
Experience in sleep diagnostics, cardiology, digital health, medical devices, or other clinically oriented healthcare solutions.
Experience leading customer success, service delivery, or operational teams in a high-growth or evolving healthcare environment.
Meaningful operational experience, preferably in healthcare.
Experience building scalable processes, management routines, dashboards, playbooks, and field-guidance tools that improve performance and consistency across teams, ideally in partnership with a dedicated Training function.
Experience partnering with field sales organizations and operations teams to drive customer adoption, utilization, retention, and service quality in a model where Sales retains account ownership and Customer Success operates as a leveraged support function.
Demonstrated success leading day-to-day operations for a customer-facing or service-delivery team, including ownership of metrics, escalations, workflow improvement, and cross-functional coordination.
Strong communication, leadership, and relationship-management skills, with the ability to influence across functions and lead effectively in a fast-moving environment.
Strong analytical, organizational, and problem-solving skills, with the ability to move between strategic priorities and operational detail.
Proficiency with Microsoft Office products, including Word, Excel, PowerPoint, and Outlook.
Strong people leader with the ability to coach managers, develop talent, and build accountability without losing team engagement or trust.
Operationally rigorous and comfortable owning daily business performance, identifying gaps quickly, and driving practical solutions.
Customer-focused and commercially aware, with sound judgment on how to balance customer needs, field realities, and business objectives.
Able to communicate clearly and credibly with senior leaders, field teams, internal partners, and customer stakeholders, and to serve as a trusted SME on customer success best practices without blurring ownership with Sales or the Training department.
Comfortable navigating ambiguity, managing competing priorities, and maintaining execution discipline across multiple workstreams.
Committed to continuous improvement, measurable outcomes, and a high standard of service.

Responsibilities

Directly leads the Associate Director, Customer Success team and the WatchPAT TurnKey Manager; indirectly supports the broader TurnKey team, including coordination and specialist resources.
Owns the daily operating rhythm for Customer Success and TurnKey service delivery, including performance management, escalations, workflow continuity, and execution against business priorities, while ensuring resources are deployed against the highest-value needs of the business.
Partners closely with Area Business Directors, regional field teams, Operations, Digital Health, and internal support functions to align customer needs with field execution and operational readiness.
Responsible for team performance, service levels, talent development, process standardization, and operational scaling across a growing customer base, including close coordination with Area Business Directors on where Customer Success resources should be prioritized and deployed.
Serves as the SME function for customer success best practices and partners closely with the Training department so enablement efforts reflect field realities and operational priorities without duplicating the Training department’s core role.
Lead, coach, and develop direct reports, including Associate Directors of Customer Success and the WatchPAT TurnKey Manager, by setting clear expectations, providing regular feedback, and driving accountability for results.
Establish an effective management cadence across the organization, including goal setting, performance reviews, operating reviews, staffing discussions, and cross-functional alignment routines.
Build a high-performing, customer-focused culture grounded in ownership, responsiveness, collaboration, and continuous improvement.
Partner on workforce planning, hiring, onboarding, and organizational design to ensure the team is appropriately structured and resourced for current demand and future growth.
Own day-to-day operational performance across Customer Success and TurnKey service delivery, including onboarding quality, customer adoption support, utilization support, account assistance, workflow continuity, and issue resolution.
Define, monitor, and manage key performance indicators, service levels, and operating metrics related to customer experience, team productivity, turnaround time, escalations, and program performance, and use those insights to recommend where Customer Success resources should be focused.
Ensure effective triage, escalation management, and cross-functional resolution of customer, field, and operational issues, with strong follow-through and clear communication.
Oversee the consistency and quality of account setup, documentation, workflow execution, and service delivery standards across systems, teams, and customer types.
Partner closely with Sales leadership, including Area Business Directors and regional field teams, to support successful implementation, account health, utilization growth, and customer retention.
Work closely with Operations, Digital Health, reimbursement-related stakeholders, the Training department, and other internal teams to remove friction points, improve workflows, and deliver a seamless customer experience.
Provide analysis, recommendations, best practices, and support that are aligned with the relevant Area Business Director and business priorities.
Serve as a senior point of coordination between customer-facing teams and internal functions, ensuring priorities are aligned, risks are surfaced early, and execution remains on track.
Reinforce a clear operating model in which Customer Success works in close partnership with Sales and Area Business Directors rather than operating independently from them.
Translate strategic priorities from leadership into clear execution plans, operating mechanisms, and measurable deliverables for the team.
Lead strategic and operational projects that improve service delivery, customer outcomes, utilization, scalability, and organizational effectiveness.
Develop and refine customer success playbooks, SOPs, field guidance, dashboards, and standard work that improve consistency, speed, and quality across the customer lifecycle, and partner with the Training department as needed to support broader training and reinforcement efforts.
Capture and synthesize customer, field, and operational feedback to inform business decisions, improve processes, and strengthen the overall customer experience, while aligning recommendations and resource deployment with Area Business Directors.