Manager, Customer Success

Abbott; United States; On-site; USD 85,000 - 130,000; Full time

Benefits offered by this job

Career development

Strong retirement plan

Great workplace

Job summary

Abbott, based onsite in Madison, WI, is seeking a Manager, Customer Success to lead a high-performing team delivering exceptional customer experiences in the Cancer Diagnostics business. The role focuses on onboarding, training, service delivery, and scalable improvements to support growth and retention.

You will partner with Sales, Operations, and cross-functional teams to align customer needs with business objectives, while ensuring quality standards and compliance across processes.

Qualifications

• Bachelor's degree in Business Administration, Science, or related field or four years of relevant experience in lieu of degree.
• 4+ years of customer service experience.
• 2+ years of people or project leadership.
• Strong understanding of customer service operations, billing, insurance, and data entry processes.
• Advanced proficiency with customer service systems and related technologies.
• Proficiency in Word, Excel, PowerPoint, Outlook, and SharePoint.
• Ability to work in the United States without sponsorship.

Responsibilities

• Lead and develop a high-performing Customer Success team with coaching and professional development.
• Oversee onboarding, training, service delivery, and resolution of complex issues to ensure high-quality customer experience.
• Drive process improvements and scalable solutions to support evolving needs.
• Develop and monitor KPIs, utilization reports, and operations metrics to guide leadership decisions.
• Collaborate with Sales, Customer Care, Operations, and other teams to advocate for customer needs and improve retention.

Skills

Coaching

Leadership

Cross-functional collaboration

Customer experience

Process improvement

Data analysis

Education

Bachelor's degree or higher

High school with experience

Tools

Microsoft Office

SharePoint

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.

JOB DESCRIPTION:

Working at Abbott

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.