Senior Manager, Customer Success

Johnson & Johnson

. Serve as the primary relationship lead for assigned areas .

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

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success, Digital Transformation, and Portfolio Management, with a strong focus on driving adoption and value realization for digital products. Proven ability to lead cross-functional initiatives and deliver measurable outcomes through effective communication and strategic alignment.

Highest-signal resume keywords

Customer Success ManagementDigital TransformationPortfolio ManagementData-Driven Decision MakingAgile Methodologies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Demand ManagementOpportunity QualificationBusiness Case DevelopmentValue FrameworksSuccess MetricsBenefits RealizationExecutive ReportingDashboardingPerformance InsightsWorkflow Automation

Soft Skills

Exceptional CommunicationFacilitation SkillsStorytellingInfluencing SkillsCustomer-Centric Leadership

Tools & Technologies

Digital ProductsData PlatformsAIAnalyticsEnterprise Applications

Certifications & Qualifications

Agile CertificationProduct Management CertificationChange Management CertificationLean CertificationProgram Management Certification

Industry Keywords

MedTechLife SciencesManufacturingSupply ChainDigital Portfolio

About the role

Key responsibilities & impact

Serve as the primary relationship lead for assigned areas
Craft high-value digital opportunities and ensure investments achieve adoption, measurable outcomes, and sustained value
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
Build trusted relationships with business and functional leaders
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
Partner with product and business owners to define and track outcomes, critical metrics, and customer impact
Provide clear insights and escalations to leadership

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
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 leadership with strong intuition for business and bias for action
Up to 15% domestic and international travel may be required
Preferred: 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

Benefits

Comp & perks

Consolidated retirement plan (pension)
Savings plan (401(k))
Eligibility for the Company’s long-term incentive program
Vacation – 120 hours per calendar year
Sick time – 40 hours per calendar year; 48 hours per calendar year for employees residing in Colorado; 56 hours per calendar year for employees residing in Washington
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 period
Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year