Customer Success Leader, Lab Automation & Growth

BD; Florida, United States; On-site; USD 105,000 - 168,000; Full time

Benefits offered by this job

Annual Bonus

Health and Well-being Benefits

Medical coverage

BD 401(k) plan

Job summary

BD is seeking a Senior Customer Success Leader to drive a US region and strategic accounts. You will establish a trusted advisor relationship with key clients, manage lifecycle from contract signing, and coordinate with Service, R&D, Sales, and Finance to optimize outcomes.

You will define metrics, pursue renewals and upsell opportunities, and ensure adoption and satisfaction while traveling 50%+ to meet customers and maintain BD’s growth. Strong communication and collaboration are essential.

Qualifications

• Minimum bachelor’s degree required, Business Management, Marketing, or similar focus.
• Clinical laboratory experience desired.
• 7+ years’ experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention required in a large-scale business (e.g., 1,000+ employees, $1B+ revenue).
• Experience navigating in a heavily matrixed environment and working cross-functionally.
• Demonstrated ability to influence through persuasion, negotiation, and consensus-building.
• Ideally combined background of post-sale and sales experience.
• Strong empathy for customers and passion for revenue and growth with understanding of recurring revenue models.
• Analytical and process-oriented approach; excellent communication and presentation skills.
• Willing and able to travel over 50%.

Responsibilities

• Creates and drives a US Region and ADx-wide culture of Customer Success.
• Aligns activities with internal teams (Service, R&D, Sales, Finance & Marketing Operations).
• Accounts for our ADx-wide customer feedback loop.
• Manages assigned customer relationships from contract signature through lifecycle.
• Establishes trusted/strategic advisor relationships with assigned customers.
• Proactively handles escalation pathways and optimizes customer journey touchpoints.
• Drives alignment between customer and Waters’ long-term strategies.
• Defines operational metrics for customer success and tracks them across teams.

Skills

Analytical thinking

Communication skills

Presentation skills

Persuasion and negotiation

Cross-functional collaboration

Travel willingness

Education

Bachelor's degree in Business Management/Marketing or equivalent

Clinical laboratory experience

Job description

BD is seeking a Senior Customer Success Leader to drive a US region and strategic accounts. You will establish a trusted advisor relationship with key clients, manage lifecycle from contract signing, and coordinate with Service, R&D, Sales, and Finance to optimize outcomes.

You will define metrics, pursue renewals and upsell opportunities, and ensure adoption and satisfaction while traveling 50%+ to meet customers and maintain BD’s growth. Strong communication and collaboration are essential.