Associate Customer Success Executive – East

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

📋 Description

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

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

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

• Oversee the ADx-wide customer feedback loop.

• Manage assigned customer relationships from the contract signing through the entire customer lifecycle.

• Develop trusted and strategic advisor relationships with customers at the Director level and above.

• Proactively manage customer and internal BD escalation pathways.

• Optimize defined customer journey touchpoints and interactions with Waters.

• Collaborate with Healthcare Consultants, Application Specialists, IT consultants, and Marketing to identify opportunities and facilitate process and data improvement initiatives.

• Align customer and Waters' long-term strategies and assist customers in designing their long-term strategies.

• Champion customer needs and issues across Waters to enhance solutions.

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

• Influence future lifetime value through product adoption, customer satisfaction, and health scores.

• Drive new business growth by cultivating customer advocacy for Waters solutions.

• Define operational customer success metrics and ensure effective tracking systems are in place.

• Establish a rhythm for metric reviews with teams and external partners.

• Present selected metrics to the executive team as required.

• Enhance overall customer satisfaction scores for defined customer 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 (e.g., Medical Technologist, Lab Manager).

• At least 7 years of experience in Customer Success or a proven history of improving customer satisfaction, adoption, and retention in a large-scale business (e.g., 1,000+ employees, $1B+ revenue) is required.

• Ability to navigate effectively in a heavily matrixed environment and work cross-functionally.

• Proven capability to manage influence through persuasion, negotiation, and consensus building.

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

• Strong empathy for customers and a passion for revenue and growth, with a deep understanding of value drivers in recurring revenue business models.

• Analytical and process-oriented mindset; proven ability for critical thinking.

• Excellent communication and presentation abilities.

• A demonstrated commitment to continuous learning and improvement.

• Ability to function effectively in ambiguous situations.

• Proven track record of building relationships with key collaborators.

• Enthusiastic and innovative leader with the capability to inspire others.

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

• Good understanding of hospital and lab informatics systems.

• Previous experience in the Healthcare sector is preferred.

• Advanced negotiation and conflict resolution skills.

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

🏝️ Benefits

• Annual Bonus.

• Potential reimbursement of vehicle use/mileage.

• Potential reimbursement of phone use.

• Medical coverage.

• Health Savings Accounts.

• Flexible Spending Accounts.

• Dental coverage.

• Vision coverage.

• Hospital Care Insurance.

• Critical Illness Insurance.

• Accidental Injury Insurance.

• Life and AD&D insurance.

• Short-term disability coverage.

• Long-term disability insurance.

• Long-term care with life insurance.

• Anxiety management program.

• Wellness incentives.

• Sleep improvement program.

• Diabetes management program.

• Virtual physical therapy.

• Emotional/mental health support programs.

• Weight management programs.

• Gastrointestinal health program.

• Substance use management program.

• Benefits for musculoskeletal surgery, cancer treatment, and bariatric surgery.

• BD 401(k) Plan.

• BD Deferred Compensation and Restoration Plan.

• 529 College Savings Plan.

• Financial counseling.

• Baxter Credit Union (BCU).

• Daily Pay.

• Assistance with college financial aid and application guidance.

• Life Balance Programs.

• Paid time off (PTO), including all mandated State leaves.

• Educational assistance/tuition reimbursement.

• MetLife Legal Plan.

• Group auto and home insurance.

• Pet insurance.

• Commuter benefits.

• Discounts on products and services.

• Academic Achievement Scholarship.

• Service Recognition Awards.

• Employer matching donation.

• Workplace accommodations.

• Adoption assistance.

• Backup daycare and eldercare.

• Support for neurodivergent adults, children, and caregivers.

• Caregiving assistance for elderly and special needs individuals.

• Employee Assistance Program (EAP).

• Paid Parental Leave.

• Support for fertility, birthing, postpartum, and age-related hormonal changes.

• Bereavement leaves.

• Military leave.

• Personal leave.

• Family and Medical Leave (FML).

• Jury and Witness Duty Leave.