Senior Manager, Customer Success

🕒 June 17

🇺🇸 United States – Remote

💵 $136k - $187k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 53%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Baxter International Inc.

WebsiteLinkedInAll Job Openings

10,000+ employees

🏥 Healthcare

🏭 Manufacturing

⚕️ Healthcare Insurance

💰 Grant on 2021-04

Healthcare • Manufacturing • Healthcare Insurance

Baxter International Inc. is an innovative, global healthcare leader that offers advanced products, technologies, and therapies to support people in leading healthier, longer lives. The company is committed to meeting the challenges faced by patients, clinicians, and customers in the evolving healthcare landscape, emphasizing resilience and a mission to save and sustain lives.

📋 Description

• Lead the strategy, transformation, and ongoing development of Baxter’s Customer Success organization • Lead, coach, and develop Customer Success Leaders and Connected System Application Engineers • 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 • Drive product adoption, customer health, value realization, retention, and Net Promoter Score improvement • Establish executive-level customer engagement practices, business reviews, governance meetings, strategic planning discussions, and executive sponsorship programs • Partner with Sales and Enterprise Accounts on retention risks, renewal readiness, account growth, and expansion • Collaborate with Clinical Operations, Product, Engineering, Technical Support, IDN Program Management, and Customer Experience teams • Establish reporting, analytics, and voice-of-customer processes • Travel approximately 30% 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 • 3+ years of people leadership experience • 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 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 • Healthcare technology or medical device industry experience strongly preferred • Must be authorized to work for any employer in the U.S.; employment visa sponsorship is unavailable

🏖️ Benefits

• Discretionary bonuses • Medical and dental coverage starting on day one • Basic life, accident, short-term and long-term disability, and business travel accident insurance • Employee Stock Purchase Plan (ESPP) with discounted company stock • 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 (EAP) • Childcare benefits • Reasonable accommodations for individuals with disabilities