Customer Success Manager

Role Summary

The Customer Success Manager ensures customers derive maximum value from Johnson & Johnson's products and services by managing demand, building long-term relationships, and driving customer satisfaction. They serve as the primary point of contact for the business, understand each customer's goals and challenges, and coordinate with product, UAT, IT, and other partners to align initiatives with strategic priorities. This role acts as the front door for new product initiatives and oversees the end-to-end intake process to ensure requests are prioritized and resourced appropriately. Location: Tampa, FL; New Brunswick, NJ; Prague, Czechia; Bogotá, Colombia; 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)