Associate Director, Customer Success (Medical Devices)

Location: Remote within the United States; listed locations include Providence, RI; Pittsburgh, PA; 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 technology and related medical device, software, and healthcare solutions.

What you will do

• Own customer success performance, onboarding quality, adoption, utilization, optimization, and value realization for WatchPAT programs and IDTF-related workflows.
• Lead customer onboarding, training, change management, and implementation across hospital and physician-office settings.
• Partner with Sales, Clinical Sales Specialists, Operations, Digital Health, Area Business Directors, regional field teams, customers, and vendors.
• Assess customer workflows and operational barriers, then create tailored implementation plans and scalable success strategies.
• Monitor customer health and regional performance, identify risks, and lead cross-functional issue resolution and escalations.
• Develop playbooks, tools, training materials, and strategic projects that improve customer outcomes, consistency, scalability, and execution speed.

Requirements

• Bachelor’s degree required; 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 or 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.
• Demonstrated success 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, including the ability to influence without direct authority in a matrixed environment.
• Proficiency with Microsoft Word, Excel, and PowerPoint; ability to lead through ambiguity, build scalable processes, improve adoption, and drive results through influence.

Culture & Benefits

• Remote work arrangement with travel of up to 60%, including overnight travel.
• Individual-contributor leadership role with no direct reports initially, leading through influence across cross-functional stakeholders and field teams.
• Work in a fast-growing medical technology company operating in more than 140 countries.
• Culture emphasizes innovation, self-motivation, entrepreneurial spirit, continuous improvement, and improving outcomes for underserved patients.
• Benefits information is available through ZOLL’s comprehensive benefits plans.

Hiring process

• Applications are accepted on an ongoing basis until the position is filled.
• Remote compensation will comply with applicable federal, state, and local wage laws based on the employee’s primary work location.