Customer Success Leader

Baxter • Raleigh, NC

2d • Hybrid

About The Position

This is where your work makes a difference. At Baxter, we believe every person—regardless of who they are or where they are from—deserves a chance to live a healthy life. It was our founding belief in 1931 and continues to be our guiding principle. We are redefining healthcare delivery to make a greater impact today, tomorrow, and beyond. Our Baxter colleagues are united by our Mission to Save and Sustain Lives. Together, our community is driven by a culture of courage, trust, and collaboration. Every individual is empowered to take ownership and make a meaningful impact. We strive for efficient and effective operations, and we hold each other accountable for delivering exceptional results. Here, you will find more than just a job—you will find purpose and pride. Your role at Baxter As the Customer Success Manager, you will serve as the strategic partner and primary relationship owner for assigned customers—guiding them from post‑implementation through ongoing adoption, optimization, and future growth. You will listen deeply to understand customer needs, identify root causes, drive internal and external process improvements, and collaborate across divisions to elevate the customer experience throughout the lifecycle. Your work will directly influence customer satisfaction, NPS, service contract attachment, product utilization, and long‑term loyalty, ultimately creating reference‑ready advocates for Baxter’s solutions. This role requires a proactive, analytical, and relationship‑driven leader who can communicate with clarity, navigate ambiguity, and coordinate cross‑functional teams to deliver meaningful outcomes. You will play a critical role in shaping customer success practices, mentoring service leaders, and ensuring customers realize the full value of their investment. We are ideally seeking candidates based in North or South Carolina, but are open to East Coast–based candidates across the U.S. This role requires the ability to travel up to 50%, including both planned and unplanned customer needs.

Requirements

• A bachelor’s degree in business, healthcare, IT, management, or a related field
• 5+ years of experience in business, customer relationship management, sales, or service roles preferred
• A proactive, detail‑oriented mindset with strong critical‑thinking and problem‑solving skills
• Leadership presence and integrity with the ability to lead communications, meetings, and customer‑facing initiatives
• Strong analytical and communication skills to simplify complex issues and present them clearly
• Exceptional customer service orientation with strong interpersonal and documentation capabilities
• Ability to travel up to 50% for planned and unplanned customer needs
• A commitment to Baxter’s values of Passion, Respect, Integrity, and Innovation
• Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Responsibilities

• Owning customer relationships by driving adoption, retention, satisfaction, and long‑term value across assigned accounts
• Building trusted advisor partnerships with customer stakeholders and guiding them toward full utilization of Baxter solutions
• Preparing customers for advocacy through ongoing engagement, value realization, and strategic communication
• Coordinating cross‑functional issue resolution to ensure timely, effective outcomes and a seamless customer experience
• Leading customer relationship initiatives including success planning, business reviews, and proactive health checks
• Managing escalations and communication while keeping sales and internal stakeholders aligned and informed
• Educating customers on new features by initiating upgrades, reviewing release notes, and coordinating training
• Capturing the voice of the customer to drive continuous improvement and inform future service offerings

Benefits

• medical and dental coverage that start on day one
• insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance
• Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount
• 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching
• Flexible Spending Accounts
• educational assistance programs
• paid holidays
• paid time off ranging from 20 to 35 days based on length of service
• family and medical leaves of absence
• paid parental leave
• commuting benefits
• Employee Discount Program
• Employee Assistance Program (EAP)
• childcare benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level