Senior Manager, Customer Success
About The Position
The Senior Manager, Customer Success will lead the strategy, transformation, and ongoing development of Baxter’s Customer Success organization within Customer Experience & Delivery. The role drives product adoption, customer outcomes, retention, and value realization across Baxter’s connected care portfolio, while shaping a more proactive, standardized, and metrics-driven organization. The leader will establish best practices, playbooks, customer health frameworks, KPIs, governance models, and scalable operating processes. The position leads Customer Success Leaders and Connected System Application Engineers and balances strategic leadership, operational excellence, change management, and customer engagement. It sets clear expectations and measures of success, uses platforms such as Gainsight, and develops repeatable processes. The role partners across Sales, Enterprise Accounts, Clinical Operations, Product Management, Engineering, Technical Support, and implementation teams to provide a coordinated customer experience and drive measurable customer outcomes. This is a remote position based in the United States, with approximately 30% travel to customer sites and Baxter locations throughout the U.S.
Requirements
- Bachelor’s degree in Business, Healthcare, Information Technology, Engineering, or a related field.
- 8–10 years of experience in Customer Success, Customer Experience, Account Management, Professional Services, Healthcare Technology, or a related customer-facing function.
- At least 3 years of people leadership experience, with a track record of developing talent and leading high-performing teams.
- Demonstrated success building, scaling, or transforming Customer Success organizations, operating models, or customer engagement programs.
- Strong expertise in customer health frameworks, success planning, product adoption, value realization, retention strategies, executive governance, and customer segmentation.
- Experience leading technical or multidisciplinary customer-facing teams and working effectively within complex, matrixed organizations.
- Excellent communication, executive presentation, relationship-management, and cross-functional influencing skills.
- Experience with Customer Success and CRM platforms such as Gainsight, Salesforce, or similar tools.
- Must be authorized to work for any employer in the U.S.; visa sponsorship or sponsorship takeover is not available.
Nice To Haves
- Healthcare technology or medical device industry experience.
Responsibilities
- Lead, coach, and develop a multidisciplinary team of Customer Success Leaders and Connected System Application Engineers.
- Build a high-performing, customer-focused organization.
- Transform and scale the Customer Success operating model, including success planning, onboarding, adoption programs, health scoring, governance, and customer engagement standards.
- Develop customer segmentation, account coverage, and capacity planning strategies aligned with customer needs, complexity, and strategic importance.
- Drive product adoption, customer health, value realization, retention, and Net Promoter Score improvement across the customer portfolio.
- Establish executive-level customer engagement practices, including business reviews, governance meetings, strategic planning discussions, and executive sponsorship programs.
- Partner with Sales and Enterprise Accounts to identify retention risks, improve renewal readiness, and uncover account growth and expansion opportunities.
- Collaborate across Clinical Operations, Product, Engineering, Technical Support, IDN Program Management, and Customer Experience teams to deliver a coordinated customer experience.
- Establish reporting, analytics, and voice-of-customer processes that provide actionable insights, improve decision-making, and drive continuous improvement.
Benefits
- Medical and dental coverage starting on day one.
- Basic life, accident, short-term disability, long-term disability, and business travel accident insurance.
- Employee Stock Purchase Plan with the ability to purchase company stock at a discount.
- 401(k) Retirement Savings Plan with 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.
- Childcare benefits.
- Eligibility for discretionary bonuses.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
