Senior Manager, Customer Success
About The Position
Ethicon, a member of the Johnson & Johnson family of companies is seeking a Senior Manager, Customer Success to support the MedTech Supply Chain Digital Strategy & Innovation organization within Digital Excellence. This leader will serve as the primary relationship lead for assigned areas, crafting high-value digital opportunities and ensuring that investments achieve adoption, measurable outcomes, and sustained value. The role will establish and scale a consistent Customer Success operating model across the portfolio and orchestrate work across Business, Product Management, Data Science & AI, Data Product Management, and Reporting & Analytics teams. At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow and profoundly impact health for humanity. Learn more at https://www.jnj.com/ Remote work options may be considered on a case-by-case basis and if approved by the Company for US based candidates.
Requirements
- Minimum of a Bachelor's degree and/or equivalent University degree required; focused degree in Business, Engineering, Supply Chain, Information Systems, Analytics, or equivalent preferred; advanced degree preferred.
- 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 leader with strong intuition for business and bias for action.
Nice To Haves
- Experience in MedTech, Life Sciences, Manufacturing, or Supply Chain.
- Experience with digital products, data platforms, AI, analytics, workflow automation, or enterprise applications.
- Experience building or scaling Customer Success or Value Realization capabilities across a digital portfolio.
- Certification or training in Agile, Product Management, Change Management, Lean, Program Management, or Benefits Realization.
Responsibilities
- Build trusted relationships with business and functional leaders, maintain transparency into their priorities and relationship health, and connect collaborators with the capabilities needed to advance high-value digital opportunities.
- Guide opportunities through Digital Marketplace intake and qualification by clarifying the business need, 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 clear 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, and provide clear insights and escalations to leadership.
Benefits
- Vacation –120 hours per calendar year
- Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
- 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
- Employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).
- This position is eligible to participate in the Company’s long-term incentive program.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
