Executive summary of the role
TheCustomer Success Manager(CSM)is responsible forshaping and executing long-term, enterprise-level strategies for a portfolio of top-tier strategic accounts. The role also oversees relationship management with national and regional health systems, governmental organizations, and key institutional stakeholders.

TheCSM acts as the senior commercial and strategic interface between the organization and external decision-makers, shaping sustainable partnerships beyond traditional sales. The role integrates commercial strategy, Governmental Affairs, policy influence, and industry collaboration, and serves as the primary point of contact for trade associations and industry organizations. TheCSMrepresentsthe full portfolio and value proposition, including solutions, services, health economics, and innovation partnerships.

Main areasof responsibility / expected results/objectives of the role

• Owns and drives long-term strategic account plans (3–5 years) for alimitednumber of high-impacttop-tiercomplex accounts.

• Constructs deal P&L and translates this tofinancial impact

• Shapes and executes enterprise partnerships that go beyond product sales, including value-based agreements, public-private collaborations, and system-wide transformation initiatives.

• Acts asprimaryinterface with governmental bodies and relevant health authorities in close alignment with internal Governmental Affairs and market access teams.

• Leads and coordinates engagement with trade associations and industry organizations,representingthe company’s interests and positioning in the broader healthcare landscape.

• Identifiesand influences policy, funding, and regulatory developments thatimpactstrategic accounts and translates these insights into actionable strategies.

• Coordinates and leads cross-functional account teams (sales, marketing, health economics, pricing, tender excellence, and leadership) without formal authority.

• Drives opportunity identification, qualification, and prioritization across accounts; ensures robust pipeline development and long-range forecasting.

• Oversees complex contracting, pricing, and tendering strategies in collaboration with bids & tender excellence and pricing teams.

• Serves as executive-level relationship owner for non-clinical senior stakeholders (C-level, policymakers, procurement leadership).

• Ensures achievement of strategic, commercial, and partnershipobjectives, balancing growth, profitability, and long-term sustainability.

Main leadership commitments involved in the role

Connect

• Builds trusted, long-term relationships withsenior executives, policymakers, and institutional leaders

• Actively engages withtrade associations and industry platforms to gather insights, shape narratives, and create strategic positioning opportunities.

• Monitors external developments (healthcare policy, funding programs, market reforms, industry trends) and connects insights to account strategy.

• Gathers and synthesizes feedback from external stakeholders and internal teams toidentifysystem-level opportunities and risks.

Shape

• Translates complex external insights intoclear strategic choices andcorporate-level actions

• Challenges existing business models and proposes alternative partnership and go-to-market approaches.

• Influences internal senior stakeholders to align around long-term strategic priorities.

• Takes calculated risks aligned with company strategy and evolving healthcare systems.

Growth

• Acts as athought leader and mentor within the commercial and strategic account community.

• Develops advanced skills in strategic influence, negotiation, and executive communication.

• Promotes a culture of accountability, collaboration, and continuous improvement.

• Leads post-initiativereviews and lessons learned to strengthen future strategic engagements.

• Fosters an environment that supportsdiverse perspectives, innovation, and systemic thinking

• Increasing complexity of healthcare decision-making with strong impact ofpolicy, regulation, and public funding

• Shift from transactional selling towardvalue-driven, outcome-focused partnerships

• Growing importance ofgovernmental influence, industry alignment, and public-private collaboration

• Multiple senior-level decision-makers and influencers across institutional and governmental layers.

• High visibility and reputational impact of strategic account decisions.

Qualifications

Required:

• Affinity and passion for the Orthopaedic portfolio

• Proven experience in strategic account management, enterprise sales, or complex stakeholder management.

• Strong understanding of healthcare systems, policy dynamics, and institutional decision-making.

• Experience working with or influencing governmental bodies, regulators, or public institutions.

• Demonstrated success in leading complex, cross-functional initiatives without formal authority.

• Strong strategic thinking combined with executional discipline.

• Advanced negotiation, influencing, and stakeholder management skills.

• Strong analytical capability; able to translate data and insights into strategy.

• Fluent in Dutch and English (written and spoken).

• High integrity, enterprise mindset, and adaptability in ambiguous environments.

Preferred:

• Master’s degree or equivalent experience in business, economics, public policy, or life sciences.

• Experience in MedTech, healthcare, or regulated industries.

• Exposure to trade associations, industry councils, or policy platforms.

• Experience working in a large, matrixed, multinational organization. 

Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.​

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers, internal employees contact AskGS to be directed to your accommodation resource.

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