Syrencloud

About the Role

Client is seeking a Senior Manager, Customer Success to support the MedTech Supply Chain Digital Strategy & Innovation organization within Digital Excellence. This role serves as the business value owner across the digital lifecycle, ensuring customer needs are translated into high-value digital investments that achieve adoption, measurable outcomes, and sustained value realization. The leader will establish and scale a consistent Customer Success operating model across the digital portfolio, working closely with Business, Product Management, Data, Analytics, Technology, and Operations teams.

Key ResponsibilitiesDemand Intake & Opportunity Qualification

·       Lead Digital Marketplace intake, triage, and qualification.

·       Align opportunities to business priorities, customer outcomes, and strategic goals.

·       Qualify opportunities for investment, prioritization, and portfolio consideration.

·       Facilitate transitions across Product Management, solutioning, and governance teams.

Customer Discovery & Value Definition

·       Lead customer discovery to identify unmet business needs and opportunities.

·       Develop value cases, expected outcomes, and success criteria.

·       Translate customer insights into prioritized digital investments.

Portfolio & Investment Governance

·       Prepare opportunities for prioritization, funding, and governance decisions.

·       Evaluate strategic fit, portfolio impact, and investment value.

·       Provide customer and value insights to support leadership decision-making.

Customer Success & Adoption

·       Drive onboarding, organizational change, and adoption strategies.

·       Accelerate customer engagement and solution adoption.

·       Champion continuous feedback and customer outcome improvement.

Value Realization & Performance Insights

·       Own portfolio value realization and benefits tracking.

·       Measure business outcomes, critical metric attainment, and customer impact.

·       Deliver executive insights, dashboards, and performance reporting.

 Required Experience & Skills

·       Bachelor's degree in Business, Engineering, Supply Chain, Information Systems, Analytics, or equivalent; advanced degree preferred.

·       8+ years of experience in Customer Success, Digital Transformation, Product Operations, Portfolio Management, Consulting, Strategy, or Program Leadership.

·       Demonstrated experience leading demand management, opportunity qualification, business case development, or portfolio governance processes.

·       Proven experience defining value frameworks, success metrics, benefits realization, and executive reporting.

·       Experience driving adoption, organizational change, customer engagement, and customer success for digital products.

·       Strong analytical and data-driven decision-making capabilities, including dashboarding and performance insights.

·       Exceptional communication, facilitation, storytelling, and influencing skills.

·       Proven ability to lead cross-functional initiatives across Business, Product, Data, Technology, and Operations organizations.

·       Ability to navigate ambiguity, establish structure, and drive execution in complex environments.

·       Customer-centric leader with strong intuition for business and bias for action.

Preferred Qualifications

·       Experience in MedTech, Life Sciences, Manufacturing, or Supply Chain.

·       Experience with digital products, data platforms, AI, analytics, workflow automation, or enterprise applications.

·       Experience building or scaling Customer Success, Product Operations, Portfolio Management, or Value Realization capabilities.

·       Certification or training in Agile, Product Management, Change Management, Lean, Program Management, or Benefits Realization.