Customer Success Manager

• 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

Senior Manager, Customer Success

• 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

• Serve as a strategic advisor to primary care organizations in New Jersey using Counterpart Assistant
• Own the success of a complex portfolio of provider partnerships
• Develop and execute success strategies for high-priority or operationally complex primary care partnerships
• Establish shared clinical, operational, and business objectives with provider and practice leaders
• Monitor adoption, engagement, provider satisfaction, clinical opportunities, retention risks, and expansion potential
• Anticipate barriers and intervene early to protect partner value and account health
• Lead business and performance reviews that translate data into priorities, decisions, and commitments
• Build relationships with physicians, advanced practice clinicians, practice administrators, and executive stakeholders
• Advise on incorporating Counterpart Assistant into clinical decision-making and value-based care operations
• Tailor recommendations to organizational workflows, patient populations, staffing models, technology environments, and performance goals
• Lead sensitive conversations involving performance gaps, resistance to change, competing priorities, and partnership risk
• Diagnose workflow challenges and design solutions embedding Counterpart Assistant into daily clinical operations
• Guide practices through implementation, change management, training, workflow redesign, and ongoing optimization
• Establish adoption plans with milestones, ownership, success measures, and escalation paths
• Analyze utilization, operational, clinical, and financial data to identify trends, risks, and performance opportunities
• Deliver actionable scorecards and recommendations to improve value-based care outcomes
• Lead interventions for underperforming practices and evaluate impact
• Develop scalable provider-success playbooks, tools, and engagement models
• Lead cross-portfolio initiatives improving implementation quality, adoption, retention, or provider experience
• Use market insights and provider feedback to recommend product, operating model, and go-to-market improvements
• Collaborate with Growth, Implementation, Clinical, Product, Analytics, and Operations teams
• Support provider recruitment and expansion opportunities as a product, workflow, and value-based care expert
• Translate provider feedback into insights informing product priorities and operational decisions
• Lead complex escalations by aligning internal teams around root causes, owners, and action plans
• Mentor Provider Success colleagues and contribute to team standards, tools, and capabilities

Senior Provider Success Manager

• Serve as a strategic advisor to primary care organizations in New Jersey using Counterpart Assistant
• Own the success strategy and performance of a complex portfolio of provider partnerships
• Establish shared clinical, operational, and business objectives with provider and practice leaders
• Monitor adoption, engagement, provider satisfaction, clinical opportunities, retention risks, and expansion potential
• Anticipate barriers and intervene early to protect partner value and account health
• Lead business and performance reviews that translate data into priorities, decisions, and commitments
• Build trusted relationships with physicians, advanced practice clinicians, practice administrators, and executive stakeholders
• Advise on incorporating Counterpart Assistant into clinical decision-making and value-based care operations
• Tailor recommendations to organizational workflows, patient populations, staffing models, technology environments, and performance goals
• Lead sensitive conversations involving performance gaps, resistance to change, competing priorities, and partnership risk
• Diagnose workflow challenges and design solutions embedding Counterpart Assistant into daily clinical operations
• Guide practices through implementation, change management, training, workflow redesign, and ongoing optimization
• Establish adoption plans with milestones, ownership, success measures, and escalation paths
• Analyze utilization, operational, clinical, and financial data to identify trends, risks, and opportunities
• Deliver actionable scorecards and recommendations to improve value-based care outcomes
• Lead interventions for underperforming practices and evaluate impact
• Develop scalable provider-success playbooks, tools, and engagement models
• Lead cross-portfolio initiatives improving implementation quality, adoption, retention, or provider experience
• Recommend product, operating-model, and go-to-market improvements using market insights and provider feedback
• Represent Provider Success in strategic cross-functional initiatives and planning discussions
• Collaborate with Growth, Implementation, Clinical, Product, Analytics, and Operations teams
• Support provider recruitment and expansion opportunities as a product, workflow, and value-based care expert
• Translate provider feedback into insights informing product priorities and operational decisions
• Lead complex escalations by aligning teams around root causes, owners, and action plans
• Mentor Provider Success colleagues and contribute to team standards, tools, and capabilities

• Serve as the single post-sales support point of contact for customers for value and impact conversations.
• Coordinate with internal teams and appropriate D&B resources, including Delivery, Onboarding & Implementation, Product Teams, Value Adoption & Training, Data Advisory, Global Data Content, Technical Implementation, Consultant/Solution Architects, and Customer Service.
• Document customer use cases and KPIs, user adoption/product utilization, and solution optimization.
• Identify and coordinate customer training needs across the customer portfolio while supporting 1–3 Account Executives.
• Ensure contracted products/services are delivered so SLAs and KPIs are met or exceeded.
• Facilitate additional customer support involving data advisory, global data content, technical implementation, consulting/solution architecture, customer service, technology, training, and escalation resources.
• Promote attendance at industry knowledge sessions when available.
• Provide backup to Sales AEs and other CSMs with contract management, forecasting, and negotiation as needed.
• Use Finance Solutions, Sales & Marketing Solutions, and Third Party Risk & Compliance product certifications to demo products with customers as needed.

Senior Client Success Manager

• Manage end-to-end support and change management for Veeva CRM/Network, Veeva Link, Salesforce Marketing Cloud, and internal and third-party data interfaces
• Supervise and facilitate timely resolution of platform incidents, service requests, and support inquiries with managed services partners and global IT teams
• Enhance and maintain educational resources and deliver technology training to drive system adoption, process consistency, and accountability
• Understand stakeholder business objectives, document requirements and user stories, perform process and systems analysis, and lead functional design, testing, and on-time delivery of process and systems enhancements
• Serve as US market lead in a strategic, global, multi-year CRM and customer engagement ecosystem transformation program
• Optimize US platform support and change management operating models with managed services partners and global IT colleagues
• Support identification and delivery/testing of Veeva Vault PromoMats enhancements for Legal, Medical, and Regulatory review processes and CRM/digital content publishing
• Establish digital asset management capabilities and optimized content development operating models with marketing, medical communications, and digital agency partners
• Implement and continuously improve an integrated customer Next Best Action/Engagement platform
• Monitor emerging platform features and technologies and advise business partners on enablement opportunities
• Represent the department in cross-functional projects to ensure operational and digital interests and requirements are considered
• Manage vendor relationships, including platform managed services partners, ensuring service levels, delivery excellence, and adoption

Manager, CRM – Customer Engagement

• Own end-to-end delivery oversight for complex, high-value MedTech accounts across multiple stakeholders
• Represent the full portfolio of IQVIA™ information assets delivered to clients, including national and sub-national patient claims, channel, and specialty offerings
• Establish and manage delivery governance, including service levels, KPIs, issue escalation, and change management
• Ensure contractual deliveries meet standards of quality, accuracy, and timeliness
• Lead quarterly business and information reviews with senior client stakeholders
• Serve as the primary owner of customer satisfaction and proactively manage issues
• Resolve first-line service issues and coordinate second-line support with internal teams
• Partner with IQVIA Centers of Excellence regarding data events, product enhancements, and governance changes
• Collaborate with Sales, Consulting, Delivery, and Solution Specialists to support customer initiatives and revenue goals
• Participate in information proposals, work orders, and contract renewals
• Identify opportunities to expand client utilization of existing information services and support new use cases driving incremental revenue
• Travel approximately 20-25% as needed

Associate Director, MedTech Delivery, Customer Success

• Lead end-to-end implementation of Project Orion, migrating from OneCRM to Sanofi's Customer Engagement Management Platform across up to 13,000 users and approximately 45 countries
• Own program delivery from vendor negotiations and platform configuration through ecosystem integration, data migration, and phased global rollout
• Drive execution planning, ecosystem pressure testing, dependency inventory, governance, staffing, rollout plans, and success KPIs
• Oversee US-first, China, and global rollout roadmap
• Ensure OneCRM continuity and manage the Veeva license extension through end-2029
• Manage the 2027–2030 investment envelope, financial governance, milestones, and value realization
• Lead product ownership for consent and customer access management
• Scale Concierge for Field as the conversational entry point for customer-facing teams
• Own the Concierge for Field product roadmap and skills backlog
• Govern skill prioritization with business owners and GTMC counterparts
• Coordinate commercial analytics, Agent Hub, AI, and data COE roadmaps and dependencies
• Implement the headless CRM architecture with Concierge as front end and CEMP as compliant backend system of record
• Oversee Sanofi's vendor-agnostic AI and agentic layer using Elementum AI, AWS Bedrock, and Tencent ADP
• Manage data foundation dependencies including USDF, LUCI, MDF, and OneCustomer/Reltio
• Lead program governance, SteerCo cadence, cross-functional workstreams, and executive decision-making
• Mobilize and manage internal and external program resources
• Partner on change management, field adoption, and go-to-market alignment
• Communicate program status, risks, and value delivery to senior leadership
• Ensure responsible AI compliance, validation, monitoring, data privacy, GxP, SOX, quality, regulatory, and cybersecurity controls
• Build and develop accountable, diverse, and technically strong teams

Customer Success Manager jobs in New Jersey

Senior Manager, Customer Success

Senior Manager, Customer Success

Senior Provider Success Manager

Senior Provider Success Manager

Senior Client Success Manager

Manager, CRM – Customer Engagement

Associate Director, MedTech Delivery, Customer Success

Head of AI Driven Digital Customer Engagement Management Platform