Polyphonic Customer Success Manager | Johnson & Johnson MedTech | UAE
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About the Role
At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal.
Key Skills for This Role
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Overview
At Johnson & Johnson, we believe health is everything.
Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal.
Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity.
Learn more at jnj.com.
As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world.
We provide an inclusive work environment where each person is considered as an individual.
At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.
About Medtech
Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.
Your unique talents will help patients on their journey to wellness.
Learn more at https://www.jnj.com/medtech
We are searching for the best talent for Polyphonic Customer Success Manager.
Purpose
Johnson & Johnson MedTech Digital is seeking a Customer Success Manager to lead post-implementation success for our digital products in Abu Dhabi.
This role is responsible for driving adoption, stakeholder engagement, and measurable customer value after go-live.
The individual will partner with surgeons, OR teams, hospital administrators, and internal teams to help customers achieve target outcomes, expand adoption, and provide structured voice-of-customer feedback.
You Will Be Responsible For
- Own post-implementation success for assigned hospital sites, with accountability for adoption, engagement, and value realization.
- Build and maintain customer success plans aligned to site goals, workflows, and priority use cases.
- Drive platform adoption through stakeholder engagement, enablement, and workflow integration.
- Build trusted relationships with surgeons, OR staff, administrators, and other clinical and operational leaders.
- Monitor adoption trends, usage, risks, and barriers; lead intervention plans where needed.
- Lead regular customer reviews focused on progress, risks, opportunities, and outcomes.
- Capture voice-of-customer feedback and partner with internal teams to improve product and customer experience.
- Identify strong use cases, proof points, and outcome stories that demonstrate customer value.
Desired Characteristics
- Strong customer success fundamentals with experience driving adoption and long-term customer value.
- Experience managing post-implementation customer relationships in healthcare, digital health, MedTech, or SaaS.
- Strong stakeholder management across executive and frontline users.
- Strong judgment, communication, and presentation skills.
- Comfortable balancing strategic conversations with hands-on execution.
- Familiarity with hospital environments and clinical workflows preferred.
Qualifications And Requirements
- Bachelor’s degree or equivalent experience.
- 5+ years in customer success, account management, clinical enablement, adoption, or related customer-facing roles.
- Experience supporting software, digital health, or MedTech customers in post-implementation settings.
- Demonstrated success driving adoption and stakeholder engagement in complex customer environments.
- Strong written and verbal English communication skills.
Preferred
- Experience in hospital or perioperative environments.
- Experience with success plans, business reviews, and customer health/risk management.
- Arabic language capability preferred
Preferred Skills
Collaborating, Communication, Cross-Functional Collaboration, Customer Acquisition Strategy, Customer Centricity, Customer Journey Mapping, Customer Relationship Management (CRM), Customer Retentions, Customer Success Management (CSM), Give Feedback, Mentorship, Problem Solving, Process Improvements, Relationship Building, Sales Enablement, Sales Support, Service Excellence
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