Remote Strategic Customer Success Manager – Global Accounts

Waters Corporation; Milford (MA); On-site; USD 120,000 - 160,000; Full time

Job summary

Waters Corporation in Milford, MA is seeking a Senior Customer Success Manager to own post-sale outcomes for a portfolio of strategic pharmaceutical accounts. You will partner with Sales, Professional Services, Product Management, Support, and R&D to accelerate adoption, value realization, and long-term growth across cloud-enabled informatics and subscription solutions.

You will lead executive engagements, develop success plans aligned to business objectives, monitor health metrics, and

Qualifications

• Bachelor’s degree and 5+ years in Customer Success or related roles.
• Experience with enterprise software, SaaS, cloud platforms, or laboratory informatics.
• Ability to engage technical and executive stakeholders.

Responsibilities

• Own post-sale success for strategic pharmaceutical accounts.
• Develop customer success plans aligned to business objectives and outcomes.
• Build trusted relationships across scientific, IT, informatics, and executive stakeholders.
• Lead QBRs/EBRs to demonstrate ROI and business value.
• Identify adoption barriers and coordinate resources to accelerate time-to-value.
• Drive retention, renewal readiness, and expansion opportunities.

Skills

Relationship-building

Executive stakeholder engagement

Communication & presentation

Problem-solving

Multi-tasking / time management

Education

Bachelor's degree in Life Sciences, Chemistry, Informatics, Engineering, Business, or a related discipline

Job description

Waters Corporation in Milford, MA is seeking a Senior Customer Success Manager to own post-sale outcomes for a portfolio of strategic pharmaceutical accounts. You will partner with Sales, Professional Services, Product Management, Support, and R&D to accelerate adoption, value realization, and long-term growth across cloud-enabled informatics and subscription solutions.

You will lead executive engagements, develop success plans aligned to business objectives, monitor health metrics, and