Vice President of Customer Success (Med Device) in Newark, NJ

Are you a seasoned customer success leader with a passion for ensuring exceptional client experiences in the medical device industry? We are seeking a Vice President of Customer Success (Med Device) in Newark, NJ, to lead and enhance customer engagement, retention, and satisfaction strategies. This executive role requires a visionary professional who can build strong relationships with healthcare providers, oversee customer support teams, and drive loyalty in a highly regulated industry.

As the Vice President of Customer Success (Med Device) in Newark, NJ, you will play a pivotal role in shaping the company’s customer-centric culture, implementing best-in-class service strategies, and collaborating with sales, marketing, and product teams to maximize client satisfaction. If you have a proven track record in customer success leadership within the medical device space and thrive in a fast-paced, high-growth environment, this is your opportunity to make a significant impact.

About This Role

The Vice President of Customer Success (Med Device) in Newark, NJ will be responsible for developing and executing strategies that ensure superior customer experiences, drive retention, and enhance brand loyalty. This role requires a dynamic leader who can oversee post-sales customer engagement, optimize onboarding and training programs, and implement scalable customer support solutions.

As the Vice President of Customer Success (Med Device) in Newark, NJ, you will work closely with internal stakeholders to align customer success initiatives with business objectives. You will lead a high-performing team, analyze customer feedback to refine service strategies, and ensure compliance with industry regulations. This is a unique opportunity to elevate customer satisfaction in an innovative medical device company while driving business growth and long-term client relationships.

Key Responsibilities – Vice President of Customer Success (Med Device) in Newark, NJ

Develop and Implement Customer Success Strategy

Design and execute a customer success strategy that enhances client engagement and retention.
Establish measurable goals and KPIs to track customer satisfaction and loyalty.
Collaborate with executive leadership to align customer success initiatives with overall business objectives.

Lead Customer Onboarding and Training Programs

Oversee the development of onboarding processes to ensure a seamless customer transition post-sale.
Implement training programs that educate healthcare professionals on product usage and compliance requirements.
Work closely with product and sales teams to refine customer onboarding experiences.

Enhance Customer Support and Service Operations

Develop scalable customer support models to improve response times and issue resolution.
Ensure compliance with regulatory and industry standards in customer interactions.
Leverage technology to enhance customer service efficiency, including AI-driven support solutions.

Drive Customer Retention and Engagement

Create customer loyalty programs that strengthen long-term relationships with healthcare providers.
Develop proactive engagement strategies to minimize churn and maximize customer lifetime value.
Implement customer feedback loops to continuously improve service offerings.

Oversee Customer Relationship Management (CRM) Initiatives

Optimize CRM tools and processes to track and manage customer interactions effectively.
Analyze customer data to identify trends, needs, and opportunities for service enhancements.
Work closely with IT and operations teams to ensure seamless integration of customer success technologies.

Lead and Develop High-Performing Teams

Build and mentor a team of customer success professionals, fostering a culture of accountability and innovation.
Implement training and development programs to enhance team performance and knowledge.
Establish clear performance metrics and regularly review team progress.

Collaborate Cross-Functionally to Drive Customer-Centric Initiatives

Partner with sales, marketing, and product teams to ensure customer feedback informs business decisions.
Work closely with regulatory and compliance teams to align customer success strategies with industry standards.
Drive initiatives that position the company as a customer-centric leader in the medical device industry.

Monitor and Optimize Customer Success Metrics

Track key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and retention rates.
Utilize data analytics to refine customer success strategies and improve service delivery.
Present regular reports and insights to executive leadership to drive continuous improvement.

What The Client is Looking For in You

To succeed as the Vice President of Customer Success (Med Device) in Newark, NJ, you should bring a combination of leadership, strategic vision, and a deep understanding of customer engagement within the medical device industry. The ideal candidate will possess:

Extensive Experience in Customer Success & Medical Devices – A strong background in leading customer success teams within the medical device industry, including experience with post-sales engagement, customer retention strategies, and compliance-driven service models.
Proven Leadership in Driving Customer Retention & Satisfaction – A history of successfully implementing strategies that have increased customer loyalty, engagement, and overall satisfaction.
Strategic & Data-Driven Decision-Making – The ability to analyze customer feedback, performance metrics, and market trends to optimize customer success strategies.
Strong Relationship Management Skills – A track record of building and maintaining relationships with key stakeholders, including healthcare professionals, hospital administrators, and industry partners.
Regulatory & Compliance Knowledge – Familiarity with FDA, ISO, and other regulatory requirements that impact customer success in the medical device space.
Excellent Communication & Team Leadership – The ability to lead, mentor, and develop high-performing teams while fostering a culture of collaboration and innovation.
Technology & CRM Expertise – Proficiency in customer relationship management (CRM) systems, data analytics, and customer support platforms to enhance service delivery.
Passion for Improving Patient Outcomes – A customer-first mindset that aligns with the mission of delivering high-quality medical devices that positively impact healthcare.

Why This Opportunity Stands Out

This role presents a unique opportunity to lead customer success in a high-growth, innovative medical device company. As the Vice President of Customer Success (Med Device) in Newark, NJ, you will:

Shape the Future of Customer Experience – Lead and implement best-in-class customer success strategies that set new industry benchmarks.
Executive Leadership Impact – Work directly with the CEO and executive leadership team to influence company-wide customer engagement initiatives.
Competitive Compensation & Benefits – Receive a highly competitive salary, performance-based incentives, and a comprehensive benefits package.
Make a Meaningful Difference in Healthcare – Ensure that medical professionals receive the highest level of support, improving patient care and product adoption.
Opportunity for Career Growth – Join a company that values leadership development and offers opportunities for career advancement within the organization.
Work in a Collaborative & Innovative Environment – Be part of a dynamic team that prioritizes innovation, teamwork, and continuous improvement in customer success.

FAQs About the Role

Q: What industries should I have experience in?
A: Candidates should have a strong background in the medical device industry, specifically in customer success, client engagement, and post-sales support. Experience in healthcare technology or life sciences is also valuable.

Q: Is relocation required for this position?
A: This role is based in Newark, NJ. Candidates must be open to relocation or already reside in the area. Remote flexibility may be considered for exceptional candidates.

Q: What is the reporting structure for this role?
A: The Vice President of Customer Success (Med Device) in Newark, NJ will report directly to the Chief Commercial Officer (CCO) and collaborate closely with the executive leadership team.

Q: What leadership style is expected for this role?
A: We are looking for a proactive, strategic, and results-driven leader who can inspire and develop high-performing teams while driving customer success initiatives.

Q: What is the expected travel requirement?
A: This role may require domestic and occasional international travel for client meetings, industry events, and leadership strategy sessions.

Q: What qualifications and skills are required?
A: Candidates should have a bachelor’s or master’s degree in business, healthcare administration, or a related field, along with at least 10+ years of experience in customer success leadership within the medical device or healthcare industry. Strong CRM knowledge, compliance expertise, and data-driven decision-making skills are highly preferred.

Q: How does this role contribute to the company’s overall success?
A: The Vice President of Customer Success (Med Device) in Newark, NJ plays a critical role in driving customer loyalty, improving service delivery, and ensuring long-term revenue growth by strengthening relationships with key stakeholders.

Q: What is the timeline for hiring and onboarding?
A: The company aims to complete the hiring process within the next 60–90 days. Onboarding will include strategy meetings with leadership, deep dives into customer engagement metrics, and alignment on long-term success goals.

What Remuneration Can You Expect from This Job?

As the Vice President of Customer Success (Med Device) in Newark, NJ, you can expect a highly competitive compensation package that reflects your leadership role and impact on customer engagement. The base salary for this position typically ranges from $220,000 – $280,000 per year, depending on experience, industry expertise, and past achievements in customer success management.

In addition to the base salary, this role includes performance-based incentives and bonuses tied to key success metrics such as customer retention rates, satisfaction scores, and revenue growth from renewals and upsells. Equity options or stock grants may also be offered, providing an opportunity to share in the company’s long-term growth.

The benefits package includes comprehensive healthcare coverage (medical, dental, and vision), a 401(k) plan with company matching, executive-level perks, and generous paid time off. Additional benefits may include relocation assistance, travel allowances, and access to professional development programs.

This position not only offers a lucrative financial package but also an opportunity to make a meaningful impact in the medical device industry. You’ll be leading a customer success team that plays a vital role in improving patient outcomes and ensuring healthcare professionals receive the highest level of support.

How to Apply for This Vice President of Customer Success (Med Device) Position in Newark, NJ

If you are a strategic and customer-focused leader with a strong background in customer success within the medical device industry, we invite you to apply for the Vice President of Customer Success (Med Device) in Newark, NJ. This is an exceptional opportunity to lead a high-performing customer engagement team, drive business growth, and shape the future of customer relationships in the healthcare sector.

To apply, please submit your resume and a cover letter detailing your experience in customer retention, service optimization, post-sales engagement, and strategic leadership within the medical device space.

This role provides a rewarding chance to develop customer-centric strategies, enhance client satisfaction, and be a key part of a growing medical device company. Apply today to take the next step in your executive career as a Vice President of Customer Success (Med Device) in Newark, NJ!

For more information or to explore similar opportunities, visit our Medical Device Recruiters Page.

Tags:

Job Category: Vice President of Customer Success

Job Type: Full Time

Job Location: Newark