Senior Manager, Customer Success
Core
Lead strategy, transformation, and development of Baxter's Customer Success organization to drive product adoption, customer outcomes, retention, and value realization across the connected care portfolio.
Role type
Senior Manager, Customer Success (Strategy & Operations)
Builds
A proactive, standardized, and metrics-driven Customer Success organization for Baxter's connected care portfolio.
Domain
Healthcare Technology / Medical Devices
Required skills
Customer Success team building and scaling, customer health frameworks, success planning, product adoption strategies, retention strategies, executive governance, customer segmentation, change management, cross-functional influence
Preferred skills
Healthcare technology or medical device industry experience, experience with technical or multidisciplinary customer-facing teams
Technologies
Gainsight, Salesforce
Responsibilities
Lead and develop a multidisciplinary team of Customer Success Leaders and Connected System Application Engineers; Transform and scale the Customer Success operating model including onboarding, adoption programs, and health scoring; Develop customer segmentation and account coverage strategies; Drive product adoption, customer health, and Net Promoter Score improvement; Establish executive-level customer engagement practices; Partner with Sales and Enterprise Accounts to manage retention risks and growth opportunities; Collaborate with Clinical Operations, Product, and Engineering to deliver a coordinated customer experience.
Seniority
Senior Manager, hands-on leadership
