Global Director of Customer Experience and Product Development

Location: Remote (U.S.-based)

Travel: Up to 40%, primarily in the U.S with limited international travel.

Reports to: Chief Product Officer (CPO)

Team: Direct reports across Product Management and Customer Success

Company: Eitan Medical – Advancing infusion care in the alternate site market

About Eitan Medical

Eitan Medical is a global leader in advanced infusion systems, dedicated to transforming drug delivery and improving patient care. Our solutions are designed for home infusion, alternate site, and specialty care environments, empowering providers with smart, connected, and easy-to-use devices.

Position Overview

As the Global Director of Digital Health Products & Customer Success, you will play a critical leadership role in shaping, delivering, and supporting Eitan Medical’s connected digital platform. Reporting to the Chief Product Officer (CPO), you will be responsible for driving execution across product development and customer success, ensuring our digital and SaaS solutions deliver measurable value across home infusion, hospital, and clinical care settings.

You will be accountable for the day-to-day leadership and operational success of the digital platform—translating vision into action, aligning cross-functional teams, and ensuring high-quality delivery, adoption, and customer satisfaction. Your role will balance strategic product thinking with hands-on execution, working closely with engineering, clinical, and commercial stakeholders.

Key Responsibilities

Customer Success Leadership

• Build and nurture long-term client relationships through regular monthly, quarterly, and annual engagement touchpoints.
• Maintain and build dashboards and analytics to track usage, performance, and ROI, and proactively address engagement and adoption risks.
• Lead end-to-end implementation of the digital platform for new customers, ensuring smooth onboarding, clinical alignment, and operational readiness.
• Develop and execute tailored training and optimization plans for clients, aligned with their workflows, clinical practices, and operational needs.
• Engage directly with customers to resolve complex issues that fall outside of standard procedures, ensuring customer satisfaction and trust.
• Execute manual data entry and cleanup tasks within customer systems when required, documenting findings and sharing actionable insights with both clients and internal teams.
• Proactively identify opportunities for account expansion and cross-selling, aligned with customer goals and strategic priorities.
• Serve as the primary liaison between product and customer teams, capturing feedback and translating it into actionable improvements.
  
  

Commercial & Market Support

• Collaborate with Marketing and Commercial teams to define the go-to-market strategy, product value proposition, and pricing approach.
• Support Sales and Business Development with pre-sales activities, including clinical-to-clinical conversations with healthcare providers and product demonstrations.
• Develop compelling business cases, value propositions, and strategic narratives that support client acquisition, retention, and long-term growth.
  
  

Product Strategy & Development

• Set together with the CPO the product vision, strategy, and direction through a multi-year roadmap and annual operating plan for the Eitan Digital Health Platform
• Lead the cross-functional development of digital health solutions across areas such as clinical connectivity, operational workflows, patient engagement, data integration, and analytics.
• Guide the creation of strategic partnerships and integration roadmaps to extend platform functionality and value.
• Collaborate with global clinical, commercial, and technical stakeholders to ensure the platform meets regional and international market requirements.
• Ensure the platform remains compliant with healthcare regulations and adheres to quality and security standards.
• Stay current with industry trends across payers, providers, digital health, and home infusion to inform platform strategy and innovation.
• Foster a high-performance team culture, promoting innovation, accountability, and continuous improvement.
  
  

Requirements:

Required Qualifications

• Licensed pharmacist (PharmD preferred) or Registered Nurse (RN)
• Minimum 5 years of experience in the home infusion or specialty pharmacy space
• Demonstrated leadership in complex infusion workflows, operations, and reimbursement
• Outstanding communication, collaboration, and problem-solving skills
• Passion for improving patient care through digital innovation
• Willingness to travel up to 40%, primarily in the U.S.
  
  

Preferred Qualifications

• Proven success in product strategy and cross-functional execution
• Deep understanding of customer lifecycles in healthcare delivery and digital transformation
• Experience leading SaaS or digital health product lines
• Background in or strong collaboration with software development teams
• Familiarity with EMR integration, HL7/FHIR standards, and healthcare IT systems
• Prior experience scaling digital platforms or Healthtech start-ups