Director, Customer Success, Polyphonic

This job is with Johnson & Johnson, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

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

Job Function : Sales Enablement

Job Sub

Function :

Customer Success Management

Job Category : Professional

All Job Posting Locations :

Santa Clara, California, United States of America

Job Description :

Johnson and Johnson MedTech is currently recruiting for a

Director, Customer Success, Polyphonic . This role is eligible for remote work within the United States.

Fueled by innovation at the intersection of biology and technology, we're developing the next generation of smarter, less invasive, more personalized treatments.

Are you passionate about improving and expanding the possibilities of surgery? Ready to join a team that's reimagining how we heal? Our Surgery team will give you the chance to deliver surgical technologies and solutions to surgeons and healthcare professionals around the world. Your contributions will help effectively treat some of the world's most prevalent conditions such as obesity, cardiovascular disease and cancer. Patients are waiting.

Your unique talents will help patients on their journey to wellness. Learn more at https : / / www.jnj.com / medtech

Overview

The Director of Customer Success, Polyphonic will lead the global, end-to-end post-implementation customer experience for Polyphonic-owning adoption, value realization, renewals, and loyalty across regions. This is the enterprise system-builder for Customer Success : establish the CX operating system (standards, playbooks, KPIs, cadence) used worldwide and ensure it delivers measurable outcomes for clinicians, operators, and patients. The leader is both strategic and hands-on-sets direction, develops talent, and personally leans in on critical escalations and enterprise-level special projects.

Key Responsibilities

Own the global CX operating system post-implementation-define "what good looks like," govern journey standards, and publish reusable playbooks and change-management kits; localize for regional nuance.

Install best-in-class KPIs and operating rhythm, publish dashboards and run weekly / monthly commit-deliver forums. Own the CX KPI taxonomy and ensure consistent dashboards and reporting across regions / functions.

Work with Growth team to renew contracts and identify opportunities for upsell / cross-sell

Lead and develop the team : hire, coach, set bars, conduct reviews; provide functional supervision across regions.

Executive relationship management : maintain C-suite / clinical / IT relationships; create open channels that yield actionable insight and accelerate outcomes.

Voice of Customer → Product : convert VoC into shipped product / workflow improvements with Product, Engineering, Clinical / Medical Affairs, Commercial, Marketing / Education, Quality / Regulatory, and Security / Privacy.

Enterprise programs & partnerships : Identify and enable cross-region education frameworks, society / partner collaborations, initiatives, and journey harmonization that deliver end-customer benefit; define benefit hypotheses, success metrics, and publish results.

Enterprise special projects : charter, resource, and deliver portfolio-scale initiatives

Risk / impact management & escalation ownership : run forecasts and scenarios, make cross-regional trade-offs, own program governance and budgets, and roll up sleeves to resolve issues fast.

Qualifications

Bachelor's degree.

10+ years relevant experience across Customer Success / Customer Experience / adoption / program leadership for software, digital, or technology-enabled products (MedTech and healthcare experience preferred but not required).

5+ years people-management (direct + matrix) : hiring, coaching, performance management, workload planning.

Proven "done-it-before" record-led 1+ end-to-end Customer Success transformations (build or rebuild) with quantified outcomes.

Multi-altitude operator : equally effective in executive forums and hands-on during day-to-day interactions

Global fluency : success operating across U.S. / EMEA / APAC / LATAM and localizing standards / training.

Executive-level communication; data-driven with KPI / dashboard fluency; converts ambiguity into a clear plan and closes loops quickly.

Ability and willingness to travel up to 70% worldwide.

The anticipated base pay for this role is $146,000 to $251,850.

For candidates based out of the Bay Area, CA., the anticipated base pay is $167,000 to $289,800

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, please contact us via https : / / www.jnj.com / contact-us / careers or contact AskGS to be directed to your accommodation resource.

Required Skills : Preferred Skills :

Consulting, Critical Thinking, Cross-Functional Collaboration, Customer Acquisition Strategy, Customer Centricity, Customer Journey Mapping, Customer Relationship Management (CRM), Customer Retentions, Customer Success Management (CSM), Fact-Based Decision Making, Mentorship, Performance Measurement, Relationship Building, Sales Enablement, Sales Support, Tactical Planning, Technical Credibility]]>