[Hiring] Associate Director, Customer Success @ZOLL Medical Corporation

Role Description

The Associate Director, Customer Success is responsible for leading the post-sale customer experience for ZOLL Itamar solutions, with a primary focus on WatchPAT programs and IDTF-related workflows. This individual-contributor leadership role operates in a highly matrixed environment and owns customer success outcomes across business areas.

• Owns customer success performance, onboarding quality, adoption, utilization, and issue resolution across business areas.
• Individual-contributor leadership role with no direct reports initially; expected to lead through influence across cross-functional stakeholders and field teams.
• Partners closely with Area Business Directors and their team of sales representatives, and clinical sales specialists, as well as the Operations teams.

Essential Functions

• Own customer success performance across business areas, including onboarding quality, adoption, utilization, optimization, and ongoing value realization.
• Serve as the subject matter expert for WatchPAT program implementation and IDTF-related workflows, guiding customers and internal teams on best practices.
• Partner closely with Area Business Directors, Sales, and Clinical Sales Specialists in each region to align field execution, customer priorities, and implementation success.
• Lead customer onboarding, training, and change-management efforts to support effective deployment and sustained utilization across hospital and physician-office settings.
• Assess customer requirements, business workflows, and operational barriers; translate findings into tailored implementation plans and scalable success strategies.
• Drive increased utilization and retention through proactive engagement, education, account reviews, and coordinated action plans designed to improve performance.
• Monitor customer health, implementation progress, and regional performance trends; identify risks early and lead cross-functional resolution of issues and escalations.
• Collaborate with Operations, Sales, Digital Health, and external vendors to improve processes, remove friction points, and ensure a high-quality customer experience across assigned regions.
• Develop and refine playbooks, tools, training materials, and best practices that improve consistency, scalability, and speed of execution across the customer lifecycle.
• Capture customer feedback and performance insights to inform continuous improvement initiatives, internal prioritization, and overall program strategy.
• Lead and execute internal strategic projects that improve customer outcomes, operational performance, and cross-functional alignment.

Qualifications

• Bachelor’s degree required; degree in healthcare administration, business, life sciences, or a related field preferred.
• 7+ years of experience in customer success, implementation, account management, program management, clinical program leadership, or healthcare operations.
• Experience working with hospitals, health systems, physician offices, IDTFs, or similarly complex healthcare environments.
• Clinical credentials such as RN, NP, or PT, or meaningful clinical/operational healthcare experience.
• Experience in cardiology, sleep diagnostics, digital health, medical devices, or other clinically oriented healthcare solutions.
• Experience designing and delivering customer training using in-person, virtual, or web-based instructional methods.

Knowledge, Skills and Abilities

• Demonstrated success leading complex implementations or post-sale customer programs involving multiple stakeholders, regional field teams, and cross-functional coordination.
• Strong executive communication, presentation, and relationship-management skills, with the ability to influence without direct authority and lead effectively in a matrixed environment.
• Excellent analytical, organizational, and project-management skills, with the ability to move between strategy and execution.
• Proficiency with Microsoft Office products, including Word, Excel, and PowerPoint.
• Demonstrated ability to lead through ambiguity, build scalable processes, improve adoption across a growing customer base, and drive results through influence rather than formal authority.
• Strategic thinker with strong business judgment and a customer-first mindset.
• Able to synthesize customer needs, operational realities, and commercial objectives into practical action plans that support both customer outcomes and field execution.
• Strong interpersonal skills; credible, collaborative, genuine, and effective in customer-facing settings.
• Comfortable navigating complex environments, coordinating across multiple stakeholders, and managing competing priorities with urgency and professionalism.
• Committed to continuous improvement and to delivering measurable value for customers and internal stakeholders.

Travel Requirements

• Up to 60%, including overnight travel.

Physical Demands

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Constantly
• Talking - Occasionally
• Hearing - Occasionally
• Repetitive Motions - Frequently

Salary and Benefits

• The annual salary for this position is: $150,000.00 to $160,000.00.
• This position is eligible for an annual bonus in accordance with the company's bonus plan.
• Details of ZOLL's comprehensive benefits plans can be found at www.zollbenefits.com .