Strategic Customer Success Leader — Lifecycle & Growth

BD; New York (NY); On-site; USD 105,000 - 168,000; Full time

Benefits offered by this job

Annual Bonus

Health and Well-being Benefits

BD 401(k) Plan

Paid time off

Job summary

Waters is seeking a senior Customer Success leader to drive a regional and ADx-wide culture of customer success, aligning with Service, R&D, Sales, Finance and Marketing. The role manages executive relationships, propels retention, and identifies opportunities to expand Waters solutions across the customer base.

The position requires a minimum Bachelor’s degree and 7+ years in customer success within a large-scale environment, with strong negotiation and communication skills and the ability to

Qualifications

• Minimum bachelor’s degree required in Business Management, Marketing, or similar field.
• 7+ years’ experience in Customer Success or equivalent in a large-scale business.
• Ability to navigate a heavily matrixed environment and work cross-functionally.
• Strong empathy for customers and focus on revenue growth in recurring revenue models.
• Willing and able to travel over 50%.

Responsibilities

• Establishes a trusted/advisor relationship with each assigned customer from contract signature through lifecycle.
• Drives and optimizes customer experience across Waters products and services.
• Collaborates with Healthcare Consultants, Application Specialists, IT, and Marketing to identify opportunities and drive improvements.
• Defines and tracks operational metrics; communicates cadence to executives and partners.

Skills

Customer Success

Cross-functional leadership

Analytical skills

Negotiation

Communication

Education

Bachelor's degree

Job description

Waters is seeking a senior Customer Success leader to drive a regional and ADx-wide culture of customer success, aligning with Service, R&D, Sales, Finance and Marketing. The role manages executive relationships, propels retention, and identifies opportunities to expand Waters solutions across the customer base.

The position requires a minimum Bachelor’s degree and 7+ years in customer success within a large-scale environment, with strong negotiation and communication skills and the ability to