Johnson & Johnson · 16 hours ago
Director, Customer Success, Polyphonic
Santa Clara, CA
Full-time
Hybrid
Director/Executive
$146K/yr - $252K/yr
10+ years expJohnson & Johnson is a leader in healthcare innovation, dedicated to improving health outcomes through advanced solutions. The Director of Customer Success, Polyphonic will oversee the global post-implementation customer experience, focusing on adoption, value realization, and customer loyalty while leading a team and managing strategic relationships.
Hospital & Health Care
Responsibilities
Own the global CX operating system post-implementation—define “what good looks like,” govern journey standards, and publish reusable playbooks and change-management kits; localize for regional nuance
Install best-in-class KPIs and operating rhythm, publish dashboards and run weekly/monthly commit–deliver forums. Own the CX KPI taxonomy and ensure consistent dashboards and reporting across regions/functions
Work with Growth team to renew contracts and identify opportunities for upsell/cross-sell
Lead and develop the team: hire, coach, set bars, conduct reviews; provide functional supervision across regions
Executive relationship management: maintain C-suite/clinical/IT relationships; create open channels that yield actionable insight and accelerate outcomes
Voice of Customer → Product: convert VoC into shipped product/workflow improvements with Product, Engineering, Clinical/Medical Affairs, Commercial, Marketing/Education, Quality/Regulatory, and Security/Privacy
Enterprise programs & partnerships: Identify and enable cross-region education frameworks, society/partner collaborations, initiatives, and journey harmonization that deliver end-customer benefit; define benefit hypotheses, success metrics, and publish results
Enterprise special projects: charter, resource, and deliver portfolio-scale initiatives
Risk/impact management & escalation ownership: run forecasts and scenarios, make cross-regional trade-offs, own program governance and budgets, and roll up sleeves to resolve issues fast
Qualification
Required
Bachelor's degree
10+ years relevant experience across Customer Success / Customer Experience / adoption / program leadership for software, digital, or technology-enabled products (MedTech and healthcare experience preferred but not required)
5+ years people-management (direct + matrix): hiring, coaching, performance management, workload planning
Proven “done-it-before” record—led 1+ end-to-end Customer Success transformations (build or rebuild) with quantified outcomes
Multi-altitude operator: equally effective in executive forums and hands-on during day-to-day interactions
Global fluency: success operating across U.S./EMEA/APAC/LATAM and localizing standards/training
Executive-level communication; data-driven with KPI/dashboard fluency; converts ambiguity into a clear plan and closes loops quickly
Ability and willingness to travel up to 70% worldwide
Preferred
Consulting
Critical Thinking
Cross-Functional Collaboration
Customer Acquisition Strategy
Customer Centricity
Customer Journey Mapping
Customer Relationship Management (CRM)
Customer Retentions
Customer Success Management (CSM)
Fact-Based Decision Making
Mentorship
Performance Measurement
Relationship Building
Sales Enablement
Sales Support
Tactical Planning
Technical Credibility
Company
Johnson & Johnson
At Johnson & Johnson, we believe health is everything.
10001+ employees
H1B Sponsorship
Johnson & Johnson has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (48)
2024 (56)
2023 (58)
2022 (59)
2021 (44)
2020 (27)
Funding
Current Stage
Late StageLeadership Team
Alex Gorsky
Former Chairman and CEO, Johnson & Johnson
Joaquin Duato
Chairman of the Board and Chief Executive Officer
Recent News
2025-10-07
2025-10-07
Company data provided by crunchbase