Associate Director, Customer Success

This is a fully remote position, open to applicants in New Jersey, +3 more states.

📋 Description

• Oversee the post-sale customer experience for ZOLL Itamar solutions, specifically focusing on WatchPAT programs and IDTF-related workflows.

• Take ownership of customer success metrics, quality of onboarding, adoption rates, utilization, optimization, issue resolution, and realization of ongoing value.

• Act as the subject matter expert for the implementation of WatchPAT programs and IDTF-related workflows.

• Collaborate with Area Business Directors, Sales, Clinical Sales Specialists, Operations, Digital Health, external vendors, and customer stakeholders.

• Lead customer onboarding, training, and change management initiatives across hospital and physician office environments.

• Evaluate customer needs, workflows, and operational challenges to develop customized implementation strategies.

• Enhance utilization and retention through proactive engagement, education, account assessments, and coordinated action plans.

• Monitor customer health, implementation status, and regional performance trends; recognize risks and drive issue resolution.

• Create playbooks, tools, training resources, and best practices to enhance consistency and scalability.

• Gather customer feedback and performance insights to foster continuous improvement and refine program strategy.

• Spearhead internal strategic initiatives aimed at improving customer outcomes, operational performance, and cross-functional alignment.

• Function as an individual-contributor leader, reporting directly to the Vice President of Strategic Programs.

⛳️ Requirements

• A Bachelor’s degree is required; a degree in healthcare administration, business, life sciences, or a related field is preferred.

• A minimum of 7 years of experience in customer success, implementation, account management, program management, clinical program leadership, or healthcare operations.

• Experience with hospitals, health systems, physician offices, IDTFs, or similarly complex healthcare settings.

• Clinical credentials such as RN, NP, or PT, or significant clinical/operational healthcare experience.

• Background in cardiology, sleep diagnostics, digital health, medical devices, or other clinically focused healthcare solutions.

• Proven experience in designing and delivering customer training through in-person, virtual, or web-based formats.

• A track record of successfully leading complex implementations or post-sale customer programs with multiple stakeholders, regional field teams, and cross-functional coordination.

• Strong executive communication, presentation, and relationship management skills.

• Excellent analytical, organizational, and project management abilities.

• Proficient in Microsoft Office applications, including Word, Excel, and PowerPoint.

• Demonstrated capacity to lead through uncertainty, establish scalable processes, boost adoption among a growing customer base, and achieve results through influence rather than formal authority.

• Strategic mindset, sound business judgment, and a customer-centric approach.

• Ability to integrate customer needs, operational realities, and commercial goals into actionable plans.

• Strong interpersonal skills and effectiveness in customer-facing roles.

• Capability to navigate complex environments, coordinate with multiple stakeholders, and manage competing priorities.

• Commitment to continuous improvement and delivering measurable value.

• Willingness to travel up to 60%, including overnight stays.

• Ability to meet the specified physical demands of the position.

🏝️ Benefits

• Annual bonus in line with the company's bonus structure.

• Comprehensive benefits packages.

• Flexible remote work options.

• Reasonable accommodations in accordance with the Americans with Disabilities Act of 1990.