Overview In this role, you'll lead a region-wide customer success effort for Waters products and services in the ADx network. You'll establish trusted advisor relationships, manage the customer lifecycle, and align Waters' strategy with client goals to drive adoption and retention. You'll partner with cross-functional teams to improve processes, measure success, and uncover growth opportunities. The position offers impact across regulated, high-volume lab environments and requires strong collaboration and strategic influence.
Responsibilities- Lead ADx-wide customer success culture and align with regional and internal teams
- Own the customer lifecycle from contract signature to renewal and expansion
- Build trusted advisory relationships with Directors and executives
- Manage customer escalation pathways and optimize journey touchpoints
- Collaborate with Healthcare Consultants, Application Specialists, IT, and Marketing to identify opportunities and drive data/process improvements
- Define and track operational customer success metrics and report to executives as needed
- Advocate for customer needs to improve Waters solutions and drive product adoption and revenue growth
- Foster customer advocacy to influence new business and renewals
Key requirements- Bachelor's degree in Business Management, Marketing, or similar
- 7+ years in Customer Success or related field in a large-scale organization
- Experience navigating a heavily matrixed environment and cross-functional collaboration
- Demonstrated ability to influence through persuasion, negotiation, and consensus building
- Post-sale and sales experience is a plus
- Strong empathy for customers and understanding of recurring revenue value drivers
- Analytical, process-oriented mindset with strong communication and presentation skills
- Ability to operate in ambiguous situations and travel >50%
- Hospital/lab informatics systems knowledge is advantageous
- Preferred healthcare customer experience
- empathy for customers
- strong communication and presentation
- negotiation and consensus-building
- hospital and lab informatics systems
- data-driven decision making
- process optimization
