Senior Manager, Customer Success

AI in this role

Manage digital strategy and customer success relationships across supply chain tech, coordinating with data science and AI teams.

customer-successbusiness-relationship-managementdigital-strategyproduct-management

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 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

Required Skills:

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)).

This position is eligible to participate in the Company’s long-term incentive program.

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

How we rate this

Senior Manager, Customer Success at Johnson & Johnson rates 20 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Open the description and count.

Prepare for this job

A free preview built only from this posting: what it asks for, what you could be asked in an interview, and how to adjust your resume.

Skills and AI tools this role asks for

Customer SuccessBusiness Relationship ManagementDigital StrategyProduct Management

Questions you could be asked

Tell me about a project where customer success was part of your work. What did you do?
Tell me about a project where business relationship management was part of your work. What did you do?
Tell me about a project where digital strategy was part of your work. What did you do?
Tell me about a project where product management was part of your work. What did you do?

Adapt your resume

List these exact terms on your resume: Customer Success, Business Relationship Management, Digital Strategy, and Product Management. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them — a tool named with nothing behind it rarely survives a human read.

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