Senior Manager, Customer Success Role

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.