Senior Manager, Customer Success – Healthcare Diagnostics

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 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.