Senior Manager, Program Success

Jobtailor; Raritan (NJ); On-site; USD 130,000 - 180,000; Full time

Job summary

Jobtailor in the United States (New Jersey region) seeks an experienced Customer Success leader to own end-to-end strategy for MedTech Supply Chain digital products, from onboarding to ongoing adoption and value optimization.

You will coordinate with IT, Product, Data, Operations, and Training to ensure seamless deployments and measurable outcomes, while building analytics frameworks and executive dashboards for leadership. A bachelor’s degree and 8+ years of relevant experience are required.

Qualifications

• Bachelor’s degree in Business, Engineering, Supply Chain, Information Systems, or equivalent.
• 8+ years of proven experience in customer success, product management, digital transformation, consulting, program/project management, or relevant experience.
• Demonstrated experience supporting digital products in complex organizations.
• Strong background in analytics, benchmarks, and data‑driven decision making.
• Proven track record to lead cross‑functional initiatives and handle multiple workstreams simultaneously.
• Excellent executive communication, customer management, and influencing skills.
• Experience with digital platforms, data products, AI/advanced analytics, or enterprise systems such as Google Analytics and PowerBI.
• Customer‑centric attitude with a strong focus on outcomes and value.
• Strategic problem solver who can also operate hands‑on when needed.
• Preferred: MedTech, Life Sciences, Manufacturing, or Supply Chain environments.
• Preferred: Familiarity with warehousing, logistics, planning, or manufacturing execution.
• Preferred: Formal project management training or certification (e.g., PMP, Agile, SAFe).

Responsibilities

• Own the end-to-end customer success strategy for digital products from onboarding to value realization.
• Serve as escalation point and partner for alignment between needs and product capabilities.
• Identify adoption risks and drive mitigation plans.
• Establish and manage a product analytics framework to monitor usage and impact.
• Translate data into actionable recommendations for product teams and leadership.
• Develop executive-ready dashboards and narratives on product health and value.
• Lead onboarding as a structured program with scope, timelines, risks, and dependencies.
• Coordinate cross-functional teams for seamless deployments.
• Standardize onboarding playbooks, templates, and protocols.
• Act as liaison with Supply Chain Operations, Digital/Product, Data & Analytics, and IT.
• Influence without authority to align collaborators around outcomes.
• Communicate with senior leaders, translating technical concepts into business value.
• Coach and mentor customer success and project management resources.
• Define and evolve the CS operating model for Supply Chain Digital.
• Drive continuous improvement through retrospectives and feedback loops.
• Contribute to broader digital transformation efforts by shaping standards and metrics.

Skills

Executive communication

Cross-functional leadership

Analytics & data-driven decisions

Program/project management

Customer success

Digital platforms (GA & PowerBI)

Strategic problem solving

Education

Bachelor's degree in a relevant field

Tools

Google Analytics

Power BI

Job description

• Own the end-to-end customer success strategy for MedTech Supply Chain digital products, from onboarding through ongoing adoption and value optimization.
• Serve as the primary escalation point and trusted partner for internal customers, ensuring alignment between business needs and product capabilities.
• Proactively identify adoption risks and drive mitigation plans to ensure long‑term product success.
• Establish and manage a product analytics framework to monitor usage, adoption, performance, and business impact of digital solutions.
• Translate data and insights into clear, actionable recommendations for product teams, leadership, and customers.
• Develop executive‑ready dashboards and narratives that clearly articulate product health and value.
• Lead onboarding as a structured program, including scope, timelines, dependencies, risks, and organizational change.
• Coordinate cross‑functional teams (IT, Product, Data, Operations, Training) to ensure seamless deployments.
• Standardize onboarding playbooks, templates, and protocols to enable scalable product launches.
• Act as a liaison with Supply Chain Operations, Digital/Product teams, Data & Analytics, and IT.
• Influence without authority to align diverse collaborators around shared outcomes and priorities.
• Communicate clearly and credibly with senior leaders, translating technical concepts into business value.
• Coach and mentor customer success and project management resources, fostering a high‑performance, customer‑centric culture.
• Define and evolve the Customer Success operating model for Supply Chain Digital, including roles, processes, and governance.
• Drive continuous improvement through lessons learned, retrospectives, and feedback loops.
• Contribute to broader digital transformation efforts by shaping standards, metrics, and ways of working.

Requirements

• Bachelor’s degree in Business, Engineering, Supply Chain, Information Systems, or equivalent.
• 8+ years of proven experience in customer success, product management, digital transformation, consulting, program/project management, or relevant experience.
• Demonstrated experience supporting digital products in complex organizations.
• Strong background in analytics, benchmarks, and data‑driven decision making.
• Proven track record to lead cross‑functional initiatives and handle multiple workstreams simultaneously.
• Excellent executive communication, customer management, and influencing skills.
• Experience with digital platforms, data products, AI/advanced analytics, or enterprise systems such as Google Analytics and PowerBI.
• Customer‑centric attitude with a strong focus on outcomes and value.
• Strategic problem solver who can also operate hands‑on when needed.
• Comfortable navigating ambiguity and driving clarity.
• Collaborative, inclusive leader who builds trust and credibility.
• Strong bias for action, accountability, and continuous learning.
• Preferred: Experience in MedTech, Life Sciences, Manufacturing, or Supply Chain environments.
• Preferred: Familiarity with supply chain domains such as warehousing, logistics, planning, or manufacturing execution.
• Preferred: Formal project management training or certification (e.g., PMP, Agile, SAFe).