Senior Manager, Customer Success

Johnson Johnson; Raritan (NJ); Hybrid; USD 120,000 - 190,000; Full time

Job summary

Johnson & Johnson is seeking a Senior Manager, Customer Success to advance the Digital Strategy & Innovation within the MedTech Supply Chain portfolio. This role leads a cross‑functional team to drive high‑value digital opportunities, adoption, and sustained value across business and product partners.

You will craft value cases, define outcomes, and align investments with strategy while enabling governance and performance insights for leadership. Remote options may be considered case by case.

Qualifications

• Bachelor’s degree required; focus in Business, Engineering, Supply Chain, IS, Analytics, or equivalent preferred.
• Minimum eight years of relevant professional experience.
• Experience in Customer Success, Digital Transformation, or Portfolio Management.
• Proven ability to define value frameworks, metrics, and exec reporting.
• Experience leading adoption, customer engagement, and change for digital products.
• Strong analytical and data-driven decision making with dashboarding.

Responsibilities

• Manage business relationships with leaders and identify high-value digital opportunities.
• Guide demand intake, qualification, and handoffs to Product Management and governance teams.
• Lead customer discovery, define value cases, outcomes and success criteria.
• Contribute to portfolio governance, funding decisions, and prioritization.
• Partner to strengthen customer engagement, adoption, and feedback across the lifecycle.
• Define value realization metrics and provide leadership with insights and escalations.

Skills

Analytical thinking

Data-driven decisions

Dashboarding

Communication skills

Cross-functional leadership

Influencing

Education

Bachelor's degree

Advanced degree preferred

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 ex