Polyphonic Customer Success Manager | Johnson & Johnson MedTech | UAE

At Johnson & Johnsonwe believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented treated and curedwhere treatments are smarter and less invasive andsolutions are 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 more at .

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.

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About MedTech

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 / Requirements:

• Bachelors 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

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