Director, Customer Success, Polyphonic

At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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 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, weu2019re 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 thatu2019s 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 worldu2019s 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 Overview The Director of Customer Success, Polyphonic will lead the global,end-to-endpost-implementation customer experience for Polyphonicu2014owning 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-onu2014sets direction, develops talent, and personally leans in on critical escalations and enterprise-level special projects. Key Responsibilities + Own the global CX operating system post-implementationu2014define u201cwhat good looks like,u201d 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 commitu2013deliver 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 u2192 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 deliverend-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 + Bacheloru2019s degree. + 10+yearsrelevant 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+yearspeople-management (direct + matrix): hiring, coaching, performance management, workload planning. + Proven u201cdone-it-beforeu201d recordu2014led 1+end-to-endCustomer 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 applicantsu2019 needs. If you are an individual with a disability and would like to request an accommodation, please contact us via 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

Created: 2025-12-08