Associate Director, Customer Success (Medical Devices)

Location: Remote within the United States; listed locations include Pittsburgh, PA; Providence, RI; Raleigh, NC; and Parsippany, NJ. Up to 60% overnight travel is required.

Annual salary: $150,000–$160,000, plus eligibility for an annual bonus.

Company

ZOLL Itamar develops and manufactures WatchPAT home sleep apnea testing devices and related healthcare solutions for diagnosing respiratory sleep disorders.

What you will do

• Own customer success performance, onboarding quality, adoption, utilization, optimization, and value realization across business areas.
• Lead WatchPAT program implementation, IDTF-related workflows, customer onboarding, training, and change-management initiatives.
• Assess customer requirements, workflows, and operational barriers, then create tailored implementation plans and scalable success strategies.
• Drive utilization and retention through proactive engagement, education, account reviews, and coordinated action plans.
• Monitor customer health, implementation progress, and regional trends; identify risks and lead issue resolution and escalations.
• Partner with Sales, Clinical Sales Specialists, Operations, Digital Health, field teams, customers, and vendors to improve processes, tools, training materials, and customer outcomes.

Requirements

• Bachelor’s degree required; healthcare administration, business, life sciences, or a related field is 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 through in-person, virtual, or web-based methods.
• Experience leading complex implementations or post-sale customer programs involving multiple stakeholders, regional field teams, and cross-functional coordination.
• Strong executive communication, presentation, relationship-management, analytical, organizational, and project-management skills.
• Ability to influence without direct authority, lead through ambiguity, build scalable processes, improve adoption, synthesize customer and operational needs, and manage competing priorities.
• Proficiency with Microsoft Word, Excel, and PowerPoint; strategic thinking, sound business judgment, customer-first mindset, and strong interpersonal skills are required.

Culture & Benefits

• Remote full-time position with compensation based on the employee’s primary work location and applicable wage laws.
• Individual-contributor leadership role with no direct reports initially; success depends on influence across a matrixed organization.
• Work involves frequent coordination with regional field teams and external stakeholders, with up to 60% overnight travel.
• Company culture emphasizes innovation, self-motivation, entrepreneurial spirit, and improving outcomes for underserved patients.
• Benefits are provided through ZOLL’s comprehensive benefits plans.

Hiring process

• Applications are accepted on an ongoing basis until the position is filled.