Associate Customer Success Executive

This is a fully remote position, open to applicants in Arizona, +3 more states.

📋 Description

• Establish, sustain, and enhance the customer experience while supporting strategic objectives through Waters products, services, and intellectual expertise.

• Foster and promote a culture of Customer Success across the US Region and ADx.

• Coordinate initiatives with Service, R&D, Sales, Finance, Marketing Operations, and Regional VP leadership teams.

• Oversee the customer feedback loop on an ADx-wide basis.

• Manage relationships with Director-level and higher customers from the point of contract signing throughout the entire customer lifecycle.

• Build trusted strategic-advisor relationships with designated customers.

• Proactively handle customer and internal escalation processes.

• Enhance the customer journey by improving touchpoints and interactions with Waters.

• Identify new opportunities and drive process and data enhancement initiatives alongside Healthcare Consultants, Application Specialists, IT consultants, and Marketing.

• Align long-term strategies of customers with those of Waters and assist in crafting long-term strategy designs.

• Represent customer needs and concerns across Waters to enhance solutions.

• Identify cross-sell and upsell opportunities, maintain and boost renewal rates, increase revenue, and minimize churn.

• Enhance product adoption, customer satisfaction, and customer health scores in collaboration with customer leadership teams.

• Propel business growth through customer advocacy.

• Define operational metrics for customer success and ensure these metrics are tracked within systems.

• Set up regular metric review cycles and present relevant metrics to the executive team.

• Improve customer satisfaction across specified touchpoints and interactions with Waters.

⛳️ Requirements

• A minimum of a bachelor’s degree in Business Management, Marketing, or a related field is required.

• Clinical laboratory experience is preferred, such as that of a Medical Technologist or Lab Manager.

• At least 7 years of experience in Customer Success or a proven track record of enhancing customer satisfaction, adoption, and retention in a large-scale business is required.

• Experience in navigating complex, matrixed environments and working across various functions.

• Ability to influence others through persuasion, negotiation, and consensus-building.

• Ideally, a combination of post-sale and sales experience.

• Strong empathy for customers coupled with a passion for revenue and growth.

• In-depth knowledge of value drivers in recurring-revenue business models.

• An analytical and process-oriented mindset.

• Strong critical-thinking skills.

• Exceptional communication and presentation abilities.

• A desire for continuous learning and improvement.

• Capability to operate effectively in ambiguous contexts.

• Proficiency in building relationships with key collaborators.

• Enthusiastic and creative leadership qualities.

• Preferred experience in delivering valuable automation services with a significant impact at the executive level.

• A solid understanding of hospital and laboratory informatics systems.

• Previous experience in the healthcare sector is a plus.

• Advanced negotiation and conflict-resolution skills.

• Willingness and ability to travel over 50% of the time.

🏝️ Benefits

• Competitive salary range of $104,700–$167,500.

• Flexible workplace options for remote or field-based roles.

• Opportunities for professional development and growth.

• A culture that promotes face-to-face collaboration, learning, progress, and success.

• An equal opportunity employer.

• Consideration for workplace accommodations in accordance with applicable laws.