Associate Director, Customer Success

About this role

ItamarAt ZOLL, we're passionate about improving patient outcomes and helping save lives. We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.

ZOLL Itamar is an innovative medical device technology company that focuses on the development and manufacturing of Home Sleep Apnea Tests to aid in the diagnosis of respiratory sleep disorders. Our core product is the WatchPAT®️ family, a revolutionary FDA-cleared portable home sleep apnea test device, that is based on proprietary signal and analysis. 80% of patients who have sleep apnea are undiagnosed. We are committed to reach those undiagnosed patients and provide testing to promote wellness and enhance overall quality of life. WatchPAT®️ is commercially available within major markets including the U.S., Japan, and Europe, and is the leading home sleep apnea test in the US. ZOLL Itamar's corporate headquarters, research and development and manufacturing are located in Israel with U.S. headquarters based in Atlanta, GA.

Job Type
Remote
Job Summary

The Associate Director, Customer Success is responsible for leading the post-sale customer experience for ZOLL Itamar solutions, with a primary focus on WatchPAT programs and IDTF-related workflows. Reporting to the Vice President of Strategic Programs, this individual-contributor leadership role operates in a highly matrixed environment and owns customer success outcomes across business areas. The role partners closely with Sales, Operations, Digital Health, and customer stakeholders, as well as Area Business Directors, regional field teams, and internal support functions, to ensure successful onboarding, adoption, utilization, and long-term account success. This leader serves as a strategic advisor to customers, a voice of the customer internally, and a cross-functional partner focused on improving customer outcomes, enabling scalable growth, and elevating the overall customer experience.

Role Scope:
Owns customer success performance, onboarding quality, adoption, utilization, and issue resolution across business areas.

• Individual-contributor leadership role with no direct reports initially; expected to lead through influence across cross-functional stakeholders and field teams.

• Responsibility spans across areas- Partners closely with Area Business Directors and their team of sales representatives, and clinical sales specialists, as well as the Operations teams.

Essential Functions

• Own customer success performance across business areas, including onboarding quality, adoption, utilization, optimization, and ongoing value realization.

• Serve as the subject matter expert for WatchPAT program implementation and IDTF-related workflows, guiding customers and internal teams on best practices.

• Partner closely with Area Business Directors, Sales, and Clinical Sales Specialists in each region to align field execution, customer priorities, and implementation success.

• Lead customer onboarding, training, and change-management efforts to support effective deployment and sustained utilization across hospital and physician-office settings.

• Assess customer requirements, business workflows, and operational barriers; translate findings into tailored implementation plans and scalable success strategies.

• Drive increased utilization and retention through proactive engagement, education, account reviews, and coordinated action plans designed to improve performance.

• Monitor customer health, implementation progress, and regional performance trends; identify risks early and lead cross-functional resolution of issues and escalations.

• Collaborate with Operations, Sales, Digital Health, and external vendors to improve processes, remove friction points, and ensure a high-quality customer experience across assigned regions.

• Develop and refine playbooks, tools, training materials, and best practices that improve consistency, scalability, and speed of execution across the customer lifecycle.

• Capture customer feedback and performance insights to inform continuous improvement initiatives, internal prioritization, and overall program strategy.

• Lead and execute internal strategic projects that improve customer outcomes, operational performance, and cross-functional alignment.

Required/Preferred Education and Experience

• Bachelor’s degree required; degree in 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/operational healthcare experience.

• Experience in cardiology, sleep diagnostics, digital health, medical devices, or other clinically oriented healthcare solutions.

• Experience designing and delivering customer training using in-person, virtual, or web-based instructional methods.

Knowledge, Skills and Abilities

• Demonstrated success leading complex implementations or post-sale customer programs involving multiple stakeholders, regional field teams, and cross-functional coordination.

• Strong executive communication, presentation, and relationship-management skills, with the ability to influence without direct authority and lead effectively in a matrixed environment.

• Excellent analytical, organizational, and project-management skills, with the ability to move between strategy and execution.

• Proficiency with Microsoft Office products, including Word, Excel, and PowerPoint.

• Demonstrated ability to lead through ambiguity, build scalable processes, improve adoption across a growing customer base,…