Senior Manager, Customer Success

Johnson & Johnson, through Ethicon, develops innovative healthcare and MedTech solutions. The Senior Manager, Customer Success will lead business relationships, digital opportunity development, customer discovery, portfolio governance, adoption, and value realization across the MedTech Supply Chain digital portfolio.

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

Requirements:

• Minimum of a Bachelor's degree and/or equivalent University degree required
• 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
• focused degree in Business, Engineering, Supply Chain, Information Systems, Analytics, or equivalent preferred
• advanced degree preferred
• 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
• Alliance Formation
• Applications Support
• Consulting
• Customer Analytics
• Data Science
• Data Structures
• Digital Fluency
• Digital Marketing
• Digital Strategy
• Emerging Technologies
• Global Market
• Negotiation
• Organizing
• Product Development
• Report Writing
• Risk Management
• Technical Credibility