Senior Manager, Customer Success

6045-Ethicon Inc. Legal Entity; Raritan Township (ND); Hybrid; USD 137,000 - 236,000; Full time

Benefits offered by this job

Vacation 120 hours/yr

Sick time 40 hours/yr (Colorado 48, WA

Sick time 56 hours/yr (WA)

Holiday pay 13 days/yr

Parental Leave 480 hours

Bereavement Leave 240 hours

Caregiver Leave 80 hours

Volunteer Leave 10 days/yr

401(k) Savings plan

Long-term incentive program

Job summary

Ethicon, a member of the Johnson & Johnson family, is seeking a Senior Manager, Customer Success to lead the digital strategy and adoption across the MedTech Supply Chain Digital Strategy & Innovation portfolio. You will establish a consistent Customer Success operating model and coordinate work across Business, Product Management, Data Science & AI, and Analytics teams.

Remote work options may be considered on a case-by-case basis for US-based candidates.

Qualifications

• Minimum eight (8) years of relevant professional work experience in Customer Success, Digital Transformation, Product Operations, Portfolio Management, Consulting, Strategy, or Program Leadership.
• Proven ability to lead demand management, opportunity qualification, business case development, or portfolio governance processes.
• Experience building value frameworks, success metrics, benefits realization, and executive reporting.
• Experience driving adoption, customer engagement, and success for digital products.

Responsibilities

• Build trusted relationships with business leaders and identify high‑value digital opportunities.
• Guide opportunities through intake and qualification, coordinating with Product Management and governance teams.
• Lead customer discovery and translate needs into clear value cases and success criteria.
• Contribute to portfolio prioritization, funding decisions, and governance.
• Partner with product and change leaders to strengthen customer engagement and adoption.
• Define and track outcomes, metrics, and customer impact for value realization.

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

Education

Bachelor's degree

Advanced degree

Job description

Company Culture

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

Job Summary

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.

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.

Education, Qualification & Experience

• 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.

Travel & Other

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

Required 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

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

Pay and Benefits

The anticipated base pay range for this position is: $137,000.00 - $235,750.00

• 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
• 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)).
• This position is eligible to participate in the Company’s long‑term incentive program.
• For additional general information on Company benefits, please go to: https://www.careers.jnj.com/employee-benefits

Equal Opportunity & Inclusion

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 by 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.