Customer Success Manager

Role Summary

The Customer Success Manager maximizes value from Johnson & Johnson products and services by managing demand and prioritizing requests. You will foster long-term relationships, serve as the primary point of contact for the business, and ensure customers succeed with the product. You will lead the end-to-end intake process and coordinate with product, IT, and testing teams to align with strategic goals. Location options include Tampa, FL; New Brunswick, NJ; Prague, Czechia; Bogotá, Colombia; and Manila, Philippines.

Responsibilities

• First engagement point with business partners to understand business processes to meet their business objectives that require technical enhancements.
• Lead end-to-end processes, handle dependencies, and collaborate closely with partners as part of a team at the forefront of innovation
• Oversees and maintain a comprehensive portfolio of all incoming requests, ensuring high-level awareness and understanding of each submission across the products
• Serves as a key point of contact, effectively communicating with all levels of leadership throughout the business to provide updates, gather feedback, and align on priorities
• Develops, monitor, and refine reporting key performance indicators, operational metrics and analytics to support leadership decision-making, using data to highlight trends, risks, and opportunities within the product portfolio
• Delivers presentations to leadership at all levels, articulating status, challenges, and strategic recommendations related to demand, intake, and prioritization
• Organizes and lead monthly Product meetings, driving agenda setting, facilitating discussions, and ensuring follow-up on action items
• Effectively leads timelines and dependencies while monitoring blockers, ensuring adequate resourcing, and liaising with stakeholders and functional partners
• Own, socialize, and execute the demand intake process ensuring business needs are understood and prioritized.
• Establish and maintain a value validation and realization model.
• Strong people leadership skills to guide, mentor and develop team members.
• Provide support on various functional projects that require product development to meet business needs.
• Promote a culture of transparency and knowledge sharing across functions.

Qualifications

• Required: A minimum of 5 years of relevant business experience
• Required: Strong business insight, strategic approach, and ability to communicate clearly and concisely across all levels
• Required: Demonstrated ability to implement operational management and change readiness activities
• Required: Experience in product or platform-wide release management, in addition to deployment processes and strategies
• Required: Proficient in preparing and delivering presentations to senior leadership and large groups
• Required: Advanced proficiency with reporting and analytics tools (e.g., Excel, Tableau) to support data-driven decision making
• Required: Exceptional organizational skills with the ability to lead multiple priorities and deadlines simultaneously
• Required: Proficient knowledge of the product development life cycle, design, and data analytics
• Required: Demonstrated success in driving organizational change and adoption of new processes or technologies
• Required: Steadfast dedication to client and customer happiness
• Required: Ability to build strong business partnerships, anticipate potential needs and provide valuable solutions to business partners
• Required: Relationship management, mentoring and collaboration skills, with leaders and partners at all levels
• Required: Ability to take complex concepts, boil them down and communicate them in a simplified and user-friendly format
• Required: Strong people leadership skills in mentoring, coaching, and developing a global team
• Preferred: ServiceNow and/or Genesys knowledge
• Preferred: MBA or other advanced degree

Education

• Bachelor’s degree Required

Skills

• Strong business insight, strategic approach, and ability to communicate clearly and concisely across all levels
• Demonstrated ability to implement operational management and change readiness activities
• Experience in product or platform-wide release management, in addition to deployment processes and strategies
• Proficient in preparing and delivering presentations to senior leadership and large groups
• Advanced proficiency with reporting and analytics tools (e.g., Excel, Tableau) to support data-driven decision making
• Exceptional organizational skills with the ability to lead multiple priorities and deadlines simultaneously
• Proficient knowledge of the product development life cycle, design, and data analytics
• Demonstrated success in driving organizational change and adoption of new processes or technologies
• Steadfast dedication to client and customer happiness
• Ability to build strong business partnerships, anticipate potential needs and provide valuable solutions to business partners
• Relationship management, mentoring and collaboration skills, with leaders and partners at all levels
• Ability to take complex concepts, boil them down and communicate them in a simplified and user-friendly format
• Strong people leadership skills in mentoring, coaching, and developing a global team