Manager, Customer Success

Abbott; Madison (WI); On-site; USD 78,000 - 156,000; Full time

Job summary

Abbott in Madison, WI seeks a Manager, Customer Success to lead a high-performing team delivering an exceptional customer experience in diagnostics. You will oversee onboarding, training, service delivery, and issue resolution to support retention and growth, collaborating with Sales and Operations to drive scalable solutions.

The role emphasizes cross-functional leadership, process improvement, and adherence to quality standards in a healthcare diagnostics environment.

Qualifications

• Bachelor's degree in Business Administration, Science, or related field or four years of relevant experience in lieu of degree.
• Four or more years of customer service experience.
• Two or more years of leadership or project-team experience.
• Strong understanding of customer service operations, billing, insurance, and data entry processes.
• Advanced proficiency with customer service systems and related technologies.
• Proficiency with Word, Excel, PowerPoint, Outlook, and SharePoint.

Responsibilities

• Lead a high-performing Customer Success team with coaching, performance management, training and development.
• Oversee onboarding, training programs, service delivery and resolution of complex issues for consistent service quality.
• Drive process improvements to streamline workflows and implement scalable, customer-focused solutions.
• Develop and monitor KPIs, utilization reports, and operational metrics; report to leadership.

Skills

Customer service

Billing & Insurance

Data entry

MS Office

SharePoint

Education

Bachelor's degree in Business Admin./Science or related field

High school diploma with 4+ years experience

Tools

SharePoint

Microsoft Office

Job description

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 122,000 colleagues serve people in more than 160 countries.

Working at Abbott, you can do work that matters, grow, and learn, care for yourself and your family, be your true self, and live a full life.

You’ll also have access to:

• Career development with an international company where you can grow the career you dream of.
• An excellent retirement savings plan with a high employer contribution.
• A company recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as the best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

This position is an onsite role based in Madison, WI. in Abbott’s Cancer Diagnostics business. We’re empowering smarter medical and economic decision‑making to help transform the way people manage their health at all stages of life.

Every day, more than 10 million tests are run on Abbott’s diagnostics instruments, providing lab results for millions of people. Our diagnostic solutions are used in hospitals, laboratories, and clinics around the globe, helping clinicians make informed decisions across a broad range of health conditions, including cancer.

As the Manager, Customer Success, you’ll have the opportunity to lead a high‑performing team focused on delivering an exceptional customer experience, strengthening customer relationships, and supporting long‑term retention and business growth. You’ll oversee the operational and administrative functions of the Customer Success organization, drive process improvements, and collaborate with Sales, Commercial, and cross‑functional partners to develop scalable, customer‑focused solutions. This role will play a key part in advancing a best‑in‑class Customer Success model that anticipates evolving customer needs and supports organizational growth.

What You’ll Work On

• Lead and develop a high‑performing Customer Success team by providing coaching, performance management, training, and professional development while fostering a culture of accountability, collaboration, inclusion, and exceptional customer service.
• Oversee Customer Success operations and processes, including customer onboarding, training programs, service delivery, and resolution of complex customer issues to ensure a consistent, high‑quality customer experience.
• Drive operational excellence and continuous improvement by identifying opportunities to streamline workflows, improve efficiencies, enhance service delivery, and implement scalable solutions that support evolving customer and business needs.
• Develop and monitor key performance indicators (KPIs), customer utilization reports, and operational metrics to evaluate team effectiveness, identify trends, support strategic initiatives, and communicate performance results and recommendations to leadership.
• Partner cross‑functionally with Sales, Customer Care, Operations, and other Commercial teams to advocate for customer needs, support business objectives, strengthen customer relationships, and improve customer satisfaction and retention while ensuring compliance with company policies and quality standards.

Required Qualifications

• Bachelor’s degree in Business Administration, Science, or a related field; OR a high school diploma/GED and four (4) years of relevant customer service or related experience in lieu of a bachelor’s degree.
• Four (4) or more years of experience in customer service.
• Two (2) or more years of experience leading or directing employees and/or project teams.
• Strong understanding of customer service operations, billing, insurance, and/or data entry processes.
• Advanced proficiency with customer service systems and related technologies.
• Proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, Outlook, and SharePoint.
• Demonstrated ability to exercise sound judgment, analyze complex issues, and implement effective solutions.
• Ability to perform the essential duties of the position with or without reasonable accommodation.
• Authorization to work in the United States without current employer sponsorship.

Preferred Qualifications

• Six (6) or more years of customer service experience within healthcare, diagnostics, or a clinical reference laboratory environment.
• Two (2) or more years of account management or sales support experience.
• Advanced proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, Outlook, and SharePoint.

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

The base pay for this position is $78,000.00 – $156,000.00 In specific locations, the pay range may vary from the range posted.

JOB FAMILY: Customer Service DIVISION: ONCO Cancer Diagnostics LOCATION: United States > Madison : 1 Exact Lane ADDITIONAL LOCATIONS: WORK SHIFT: Standard TRAVEL: Yes, 25 % of the Time MEDICAL SURVEILLANCE: No SIGNIFICANT WORK ACTIVITIES: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday).

Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans. EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf

EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf

Abbott is about the power of health. For more than 135 years, Abbott has been helping people reach their potential — because better health allows people and communities to achieve more. With a diverse, global network serving customers in more than 160 countries, we create new solutions — across the spectrum of health, around the world, for all stages of life. Whether it’s next‑generation diagnostics, life‑changing devices, science‑based nutrition, or novel reformulations, we are advancing some of the most innovative and revolutionary technologies in healthcare, helping people live their best lives through better health. The people of Abbott come to work each day with relentless energy, enthusiasm and a promise to enhance the health and well‑being of millions of people. They push the boundaries to help manage and treat some of life’s greatest health challenges. We invite you to explore opportunities at Abbott, to see if your talents and career aspirations may fit with our openings. An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.

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