Senior Manager, Customer Success

Johnson & Johnson

. Serve as the primary relationship lead for assigned business areas .

Posted 9/30/2026full-timeRemote • New Jersey • United StatesSenior💰 $137,000 - $235,750 per yearWebsite

About the role

Key responsibilities & impact

Serve as the primary relationship lead for assigned business areas
Build trusted relationships with business and functional leaders and maintain transparency into priorities and relationship health
Connect collaborators with capabilities needed to advance high-value digital opportunities
Guide opportunities through Digital Marketplace intake and qualification
Clarify business needs, expected outcomes, strategic alignment, and readiness for investment
Coordinate handoffs to Product Management, solutioning, and governance teams
Lead customer discovery and translate unmet needs into value cases, expected outcomes, success criteria, and prioritized digital opportunities
Bring customer, value, and strategic-fit insights into portfolio prioritization, funding, and governance decisions
Partner with product and change leaders to strengthen customer engagement, adoption, and continuous feedback throughout the digital lifecycle
Establish a consistent approach to value realization across the portfolio
Define and track outcomes, critical metrics, and customer impact with product and business owners
Provide clear insights and escalations to leadership
Establish and scale a consistent Customer Success operating model across the portfolio
Orchestrate work across Business, Product Management, Data Science & AI, Data Product Management, and Reporting & Analytics teams

Requirements

What you’ll need

Minimum of a Bachelor's degree and/or equivalent University degree 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
Experience leading demand management, opportunity qualification, business case development, or portfolio governance processes
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
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 leadership and strong business intuition
Focused degree in Business, Engineering, Supply Chain, Information Systems, Analytics, or equivalent preferred
Advanced degree preferred
Experience in MedTech, Life Sciences, Manufacturing, or Supply Chain preferred
Experience with digital products, data platforms, AI, analytics, workflow automation, or enterprise applications preferred
Experience building or scaling Customer Success or Value Realization capabilities across a digital portfolio preferred
Certification or training in Agile, Product Management, Change Management, Lean, Program Management, or Benefits Realization preferred

Benefits

Comp & perks

Consolidated retirement plan (pension)
Savings plan (401(k))
Long-term incentive program
Vacation – 120 hours per calendar year
Sick time – 40 hours per calendar year; Colorado residents – 48 hours; Washington residents – 56 hours
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 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 period
Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year
Inclusive interview-process accommodations
Fully remote work arrangement for approved US-based candidates, considered case by case
Up to 15% domestic and international travel