Strategic Customer Success Executive - East

Becton Dickinson; North Carolina; On-site; USD 105,000 - 168,000; Full time

Benefits offered by this job

Health and Well-being Benefits

BD 401(k) Plan

Paid time off (PTO)

Job summary

Waters seeks a remote-ready Customer Success Leader to sustain and grow strategic relationships in the US lab automation space. You will drive lifecycle activities, align with service, R&D, sales, finance, and marketing to optimize outcomes, and champion customer feedback with an ADx-wide perspective.

You will manage executive relationships, drive renewals, and identify cross-sell opportunities while shaping Waters’ long-term strategy. Travel >50% is required.

Qualifications

• Minimum bachelor’s degree required, business management, marketing, or similar focus.
• Clinical laboratory experience desired (e.g., Medical Technologist, Lab Manager).
• 7+ years’ experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.

Responsibilities

• Establishes trusted/strategic advisor relationship with each assigned customer.
• Drives lifecycle from contract signature through full customer lifecycle.
• Pro-actively handles customer and internal escalation pathways.
• Drives alignment between customer and Waters long-term strategies.
• Defines operational metrics for customer success and tracks progress.

Skills

Bachelor's degree

Clinical lab experience

7+ years CS experience

Cross-functional collaboration

Analytical thinking

Education

Bachelor's degree in Business/Marketing or related

Job description

Waters seeks a remote-ready Customer Success Leader to sustain and grow strategic relationships in the US lab automation space. You will drive lifecycle activities, align with service, R&D, sales, finance, and marketing to optimize outcomes, and champion customer feedback with an ADx-wide perspective.

You will manage executive relationships, drive renewals, and identify cross-sell opportunities while shaping Waters’ long-term strategy. Travel >50% is required.