Senior Manager, Customer Success

Johnson & Johnson Co.; Raritan (NJ); Hybrid; USD 137,000 - 236,000; Full time

Job summary

Johnson & Johnson is seeking a Senior Manager, Customer Success to lead the MedTech Supply Chain Digital Strategy & Innovation. The role focuses on sustaining value, scaling a Customer Success operating model, and coordinating across Business, Product Management, Data Science & AI, and Analytics teams.

The candidate will drive adoption, quantify outcomes, and ensure delivery of high-value digital opportunities while leading cross-functional initiatives within a dynamic portfolio.

Qualifications

• 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.

Responsibilities

• Build trusted relationships with business and functional leaders, maintaining transparency into priorities and connecting collaborators with needed capabilities.
• Guide opportunities through Digital Marketplace intake and qualification, clarifying business need and expected outcomes.
• Lead customer discovery, translate unmet needs into value cases, success criteria, and prioritized opportunities.
• Establish a portfolio governance approach and provide insights for funding and prioritization.
• Partner with product and change leaders to strengthen customer engagement and adoption across the digital lifecycle.
• Define metrics and provide leadership with clear value realization insights.

Skills

Customer Success

Digital Transformation

Portfolio Governance

Analytics

Communication

Education

Bachelor's degree

Job description

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 jnj.com

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Digital Marketing

Job Sub Function:

Digital Product Management

Job Category:

Professional

All Job Posting Locations:

New Brunswick, New Jersey, United States of America, Raritan, New Jersey, United States of America

Job Description:

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.

Key Responsibilities

Business Relationship Management & Opportunity Development

• 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.

Demand Intake & Opportunity Qualification

• 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.

Customer Discovery & Value Definition

• Lead customer discovery and translate unmet needs into clear value cases, expected outcomes, success criteria, and prioritized digital opportunities.

Portfolio & Investment Governance

• Bring customer, value, and strategic-fit insights into portfolio prioritization, funding, and governance decisions.

Customer Success & Adoption

• Partner with product and change leaders to strengthen customer engagement, adoption, and continuous feedback throughout the digital lifecycle.

Value Realization & Performance Insights

• 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.

Qualifications:

Education:

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.

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.

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.

Other

• This position may require up to 15% domestic and international travel.

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status, or other characteristics protected under federal, state, or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants' needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers; internal employees contact AskGS to be directed to your accommodation resource

Preferred Skills:

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

The anticipated base pay range for this position is :

$137,000.00 - $235,750.00

Additional Description for Pay Transparency:

Subject to the terms of their respective plans, employees are eligible to participate in the Company's consolidated retirement plan (pension) and savings plan (401(k)). Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off 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 period10 days
• Volunteer Leave - 32 hours per calendar year
• Military Spouse Time-Off - 80 hours per calendar year

For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status, or other characteristics protected under federal, state, or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants' needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers; internal employees contact AskGS to be directed to your accommodation resource