Director, Customer Success; MedTech Digital

Johnson & Johnson•Santa Clara, CA

21d•$146,000 - $251,850•Remote

About The Position

Johnson and Johnson MedTech is currently recruiting for a Director of Customer Success, MedTech Digital. This role is eligible for remote work within the United States. Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. Are you passionate about improving and expanding the possibilities of surgery? Ready to join a team that’s reimagining how we heal? Our Surgery team will give you the chance to deliver surgical technologies and solutions to surgeons and healthcare professionals around the world. Your contributions will help effectively treat some of the world’s most prevalent conditions such as obesity, cardiovascular disease and cancer. Patients are waiting. Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech Overview Leads the global, end-to-end post-implementation customer experience for MedTech Digital—owning adoption, value realization, renewals, and loyalty across regions. This is the enterprise system-builder for Customer Success: establish the CX operating system (standards, playbooks, KPIs, cadence) used worldwide and ensure it delivers measurable outcomes for clinicians, operators, and patients. The leader is both strategic and hands-on—sets direction, develops talent, and personally leans in on critical escalations and enterprise-level special projects.

Requirements

Bachelor’s degree.
10+ years relevant experience across Customer Success / Customer Experience / adoption / program leadership for software, digital, or technology-enabled products (MedTech and healthcare experience preferred but not required).
5+ years people-management (direct + matrix): hiring, coaching, performance management, workload planning.
Proven “done-it-before” record—led 1+ end-to-end Customer Success transformations (build or rebuild) with quantified outcomes.
Multi-altitude operator: equally effective in executive forums and hands-on during day-to-day interactions
Global fluency: success operating across U.S./EMEA/APAC/LATAM and localizing standards/training.
Executive-level communication; data-driven with KPI/dashboard fluency; converts ambiguity into a clear plan and closes loops quickly.
Ability and willingness to travel up to 70% worldwide.

Responsibilities

Own the global CX operating system post-implementation—define “what good looks like,” govern journey standards, and publish reusable playbooks and change-management kits; localize for regional nuance.
Install best-in-class KPIs and operating rhythm, publish dashboards and run weekly/monthly commit–deliver forums.
Own the CX KPI taxonomy and ensure consistent dashboards and reporting across regions/functions.
Work with Growth team to renew contracts and identify opportunities for upsell/cross-sell
Lead and develop the team: hire, coach, set bars, conduct reviews; provide functional supervision across regions.
Executive relationship management: maintain C-suite/clinical/IT relationships; create open channels that yield actionable insight and accelerate outcomes.
Voice of Customer → Product: convert VoC into shipped product/workflow improvements with Product, Engineering, Clinical/Medical Affairs, Commercial, Marketing/Education, Quality/Regulatory, and Security/Privacy.
Enterprise programs & partnerships: Identify and enable cross-region education frameworks, society/partner collaborations, initiatives, and journey harmonization that deliver end-customer benefit; define benefit hypotheses, success metrics, and publish results.
Enterprise special projects: charter, resource, and deliver portfolio-scale initiatives
Risk/impact management & escalation ownership: run forecasts and scenarios, make cross-regional trade-offs, own program governance and budgets, and roll up sleeves to resolve issues fast.