About the Role
Client is seeking a Senior Manager, Customer Success to support the MedTech Supply Chain Digital Strategy & Innovation organization within Digital Excellence. This role serves as the business value owner across the digital lifecycle, ensuring customer needs are translated into high-value digital investments that achieve adoption, measurable outcomes, and sustained value realization. The leader will establish and scale a consistent Customer Success operating model across the digital portfolio, working closely with Business, Product Management, Data, Analytics, Technology, and Operations teams.
Key Responsibilities
Demand Intake & Opportunity Qualification
- Lead Digital Marketplace intake, triage, and qualification.
- Align opportunities to business priorities, customer outcomes, and strategic goals.
- Qualify opportunities for investment, prioritization, and portfolio consideration.
- Facilitate transitions across Product Management, solutioning, and governance teams.
Customer Discovery & Value Definition
- Lead customer discovery to identify unmet business needs and opportunities.
- Develop value cases, expected outcomes, and success criteria.
- Translate customer insights into prioritized digital investments.
Portfolio & Investment Governance
- Prepare opportunities for prioritization, funding, and governance decisions.
- Evaluate strategic fit, portfolio impact, and investment value.
- Provide customer and value insights to support leadership decision-making.
Customer Success & Adoption
- Drive onboarding, organizational change, and adoption strategies.
- Accelerate customer engagement and solution adoption.
- Champion continuous feedback and customer outcome improvement.
Value Realization & Performance Insights
- Own portfolio value realization and benefits tracking.
- Measure business outcomes, critical metric attainment, and customer impact.
- Deliver executive insights, dashboards, and performance reporting.
Required Experience & Skills
- Bachelor's degree in Business, Engineering, Supply Chain, Information Systems, Analytics, or equivalent; advanced degree preferred.
- 8+ years of 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 leader with strong intuition for business and bias for action.
Preferred Qualifications
- Experience in MedTech, Life Sciences, Manufacturing, or Supply Chain.
- Experience with digital products, data platforms, AI, analytics, workflow automation, or enterprise applications.
- Experience building or scaling Customer Success, Product Operations, Portfolio Management, or Value Realization capabilities.
- Certification or training in Agile, Product Management, Change Management, Lean, Program Management, or Benefits Realization.
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