Director, Customer Success & IDTF Operations

At 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 Director, Customer Success & IDTF Operations is responsible for leading the day-to-day execution, people leadership, and operational performance of ZOLL Itamar's Customer Success, IDTF Operations, and WatchPAT TurnKey functions. Reporting to the Vice President, Strategic Programs, this role manages leaders and teams responsible for customer onboarding, adoption, utilization support, service continuity, issue resolution, and operational execution across IDTF workflows, WatchPAT programs, and service-delivery operations. While the sales field team retains ownership of the account post-sale, the Customer Success organization serves as an additional, leveraged resource that supports account success, utilization, issue resolution, and customer experience in close alignment with Area Business Directors and field priorities. This role and team also serve as the subject matter experts on customer success best practices and partner closely with the Training department to reinforce field execution, share best practices, and support enablement, while the Training department retains ownership of formal training design and delivery. This leader translates strategic direction into operational execution, drives accountability across teams, partners closely with Sales, IDTF Operations, Digital Health, Training, and field leadership, and ensures a high-quality, scalable customer experience across the business. As part of building and maturing the organization, this leader may also maintain selective direct engagement in an assigned area or region, providing hands-on support where needed while continuing to lead the broader Customer Success and IDTF Operations function.

Essential Functions

• Directly leads the Associate Director, Customer Success team and the WatchPAT TurnKey Manager; indirectly supports the broader TurnKey team, including coordination and specialist resources.

• Owns the daily operating rhythm for Customer Success and TurnKey service delivery, including performance management, escalations, workflow continuity, and execution against business priorities, while ensuring resources are deployed against the highest-value needs of the business.

• Partners closely with Area Business Directors, regional field teams, Operations, Digital Health, and internal support functions to align customer needs with field execution and operational readiness. The sales field team maintains ownership of accounts post-sale, while Customer Success acts as an additional resource to support execution, analysis, and problem-solving.

• Responsible for team performance, service levels, talent development, process standardization, and operational scaling across a growing customer base, including close coordination with Area Business Directors on where Customer Success resources should be prioritized and deployed. Serves as the SME function for customer success best practices and partners closely with the Training department so enablement efforts reflect field realities and operational priorities without duplicating the Training department’s core role.

Leadership & Team Management

• Lead, coach, and develop direct reports, including Associate Directors of Customer Success and the WatchPAT TurnKey Manager, by setting clear expectations, providing regular feedback, and driving accountability for results.

• Establish an effective management cadence across the organization, including goal setting, performance reviews, operating reviews, staffing discussions, and cross-functional alignment routines.

• Build a high-performing, customer-focused culture grounded in