Associate Director, Customer Success

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🏖️ New Jersey, North Carolina, +2 more states – Remote

🏖️ New Jersey – Remote 🌲 North Carolina – Remote 🔔 Pennsylvania – Remote ⚓ Rhode Island – Remote

💵 $150k - $160k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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ZOLL Medical Corporation

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

🎖️ Defense

📦 Logistics

Healthcare • Defense • Logistics

ZOLL Medical Corporation is a prominent manufacturer of medical devices and related software solutions, dedicated to empowering healthcare professionals, emergency responders, and military personnel to deliver life-saving care and improve patient outcomes. The company provides advanced products such as automated external defibrillators (AEDs), monitors, defibrillators, automated CPR machines, ventilators, and more, alongside an array of software solutions that enhance the performance of healthcare and emergency services. ZOLL is committed to innovation in areas like cardiac resuscitation, temperature management, and sleep apnea, while also offering comprehensive training and support services to ensure optimal utilization of its devices. Proudly supporting communities with tools that enhance public and non-acute care, ZOLL aids in every moment of response and rescue, affirming its mission to aid in saving lives.

📋 Description

• Lead the post-sale customer experience for ZOLL Itamar solutions, primarily WatchPAT programs and IDTF-related workflows • Own customer success performance, onboarding quality, adoption, utilization, optimization, issue resolution, and ongoing value realization • Serve as the subject matter expert for WatchPAT program implementation and IDTF-related workflows • Partner with Area Business Directors, Sales, Clinical Sales Specialists, Operations, Digital Health, external vendors, and customer stakeholders • Lead customer onboarding, training, and change-management efforts across hospital and physician-office settings • Assess customer requirements, workflows, and operational barriers and create tailored implementation plans • Drive utilization and retention through proactive engagement, education, account reviews, and coordinated action plans • Monitor customer health, implementation progress, and regional performance trends; identify risks and lead issue resolution • Develop playbooks, tools, training materials, and best practices to improve consistency and scalability • Capture customer feedback and performance insights for continuous improvement and program strategy • Lead internal strategic projects improving customer outcomes, operational performance, and cross-functional alignment • Operate as an individual-contributor leader reporting to the Vice President of Strategic Programs

🎯 Requirements

• 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 • 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 • Excellent analytical, organizational, and project-management skills • 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 thinking, strong business judgment, and a customer-first mindset • Ability to synthesize customer needs, operational realities, and commercial objectives into practical action plans • Strong interpersonal skills and effectiveness in customer-facing settings • Ability to navigate complex environments, coordinate across multiple stakeholders, and manage competing priorities • Commitment to continuous improvement and delivering measurable value • Up to 60% travel, including overnight travel • Ability to meet the stated physical demands of the role

🏖️ Benefits

• Annual bonus in accordance with the company's bonus plan • Comprehensive benefits plans • Remote work arrangement • Reasonable accommodations in compliance with the Americans with Disabilities Act of 1990

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