[Hiring] Senior Manager, Customer Success @Baxter International Inc.

Role Description

As the Senior Manager, Customer Success, you will lead the strategy, transformation, and ongoing development of Baxter's Customer Success organization within Customer Experience & Delivery. You will be responsible for driving product adoption, customer outcomes, retention, and value realization across Baxter's growing connected care portfolio.

This is an opportunity to shape the future of a critical function that sits at the intersection of customer experience, technology, healthcare operations, and commercial strategy.

We are looking for a leader who enjoys building and scaling organizations. While Baxter has a talented and passionate team in place, the Customer Success function is still evolving. Today, the team supports customer adoption, engagement, renewals, and escalations, but the goal is to create a more proactive, standardized, and metrics-driven customer success organization.

The ideal candidate has experience building or transforming Customer Success teams and can introduce:

• Best practices
• Playbooks
• Customer health frameworks
• KPIs
• Governance models
• Operational rigor

You will lead a team of Customer Success Leaders and Connected System Application Engineers with backgrounds spanning clinical operations, analytics, project management, and customer-facing support. Success in this role will require a balance of:

• Strategic leadership
• Operational excellence
• Change management
• Customer engagement

You will establish clear expectations, define measures of success, leverage tools such as Gainsight, and create repeatable processes that enable the team to deliver a world-class customer experience.

This is a remote position based in the United States and requires approximately 30% travel to customer sites and Baxter locations throughout the U.S.

Qualifications

• Bachelor’s degree in Business, Healthcare, Information Technology, Engineering, or a related field.
• 8-10 years of experience in Customer Success, Customer Experience, Account Management, Professional Services, Healthcare Technology, or a related customer-facing function.
• 3+ years of people leadership experience with a track record of developing talent and leading high-performing teams.
• Demonstrated success building, scaling, or transforming Customer Success organizations, operating models, or customer engagement programs.
• Strong expertise in customer health frameworks, success planning, product adoption, value realization, retention strategies, executive governance, and customer segmentation.
• Experience leading technical or multidisciplinary customer-facing teams and working effectively within complex, matrixed organizations.
• Excellent communication, executive presentation, relationship-management, and cross-functional influencing skills.
• Experience with Customer Success and CRM platforms such as Gainsight, Salesforce, or similar tools; healthcare technology or medical device industry experience strongly preferred.

Requirements

• Lead, coach, and develop a multidisciplinary team of Customer Success Leaders and Connected System Application Engineers while building a high-performing, customer-focused organization.
• Transform and scale Baxter’s Customer Success operating model, including success planning, onboarding, adoption programs, health scoring, governance, and customer engagement standards.
• Develop customer segmentation, account coverage, and capacity planning strategies that align resources to customer needs, complexity, and strategic importance.
• Drive product adoption, customer health, value realization, retention, and Net Promoter Score improvement across Baxter’s customer portfolio.
• Establish executive-level customer engagement practices, including business reviews, governance meetings, strategic planning discussions, and executive sponsorship programs.
• Partner with Sales and Enterprise Accounts to identify retention risks, improve renewal readiness, and uncover opportunities for account growth and expansion.
• Collaborate across Clinical Operations, Product, Engineering, Technical Support, IDN Program Management, and Customer Experience teams to deliver a coordinated customer experience.
• Establish reporting, analytics, and voice-of-customer processes that provide actionable insights, improve decision-making, and drive continuous improvement.

Benefits

• Comprehensive compensation and benefits packages for eligible roles.
• Medical and dental coverage that starts on day one.
• Insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance.
• Employee Stock Purchase Plan (ESPP) with the ability to purchase company stock at a discount.
• 401(k) Retirement Savings Plan (RSP) with options for employee contributions and company matching.
• Flexible Spending Accounts and educational assistance programs.
• Paid holidays and paid time off ranging from 20 to 35 days based on length of service.
• Family and medical leaves of absence and paid parental leave.
• Commuting benefits, Employee Discount Program, Employee Assistance Program (EAP), and childcare benefits.