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Baxter Logo Baxter · Customer Service

Customer Success Leader

United States, Raleigh Employment contract 104000.00 - 143000.00 USD / Year · Job Posted June 16, 2026
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Job Description

As the Customer Success Manager, you will serve as the strategic partner and primary relationship owner for assigned customers—guiding them from post‑implementation through ongoing adoption, optimization, and future growth. You will listen deeply to understand customer needs, identify root causes, drive internal and external process improvements, and collaborate across divisions to elevate the customer experience throughout the lifecycle. Your work will directly influence customer satisfaction, NPS, service contract attachment, product utilization, and long‑term loyalty, ultimately creating reference‑ready advocates for Baxter’s solutions.

Job Responsibility

  • Owning customer relationships by driving adoption, retention, satisfaction, and long-term value across assigned accounts
  • Building trusted advisor partnerships with customer stakeholders and guiding them toward full utilization of Baxter solutions
  • Preparing customers for advocacy through ongoing engagement, value realization, and strategic communication
  • Coordinating cross-functional issue resolution to ensure timely, effective outcomes and a seamless customer experience
  • Leading customer relationship initiatives including success planning, business reviews, and proactive health checks
  • Managing escalations and communication while keeping sales and internal stakeholders aligned and informed
  • Educating customers on new features by initiating upgrades, reviewing release notes, and coordinating training
  • Capturing the voice of the customer to drive continuous improvement and inform future service offerings

Requirements

  • A bachelor's degree in business, healthcare, IT, management, or a related field
  • 5+ years of experience in business, customer relationship management, sales, or service roles preferred
  • A proactive, detail-oriented mindset with strong critical-thinking and problem-solving skills
  • Leadership presence and integrity with the ability to lead communications, meetings, and customer-facing initiatives
  • Strong analytical and communication skills to simplify complex issues and present them clearly
  • Exceptional customer service orientation with strong interpersonal and documentation capabilities
  • Ability to travel up to 50% for planned and unplanned customer needs
  • A commitment to Baxter's values of Passion, Respect, Integrity, and Innovation

What we offer

  • Medical and dental coverage that start 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
  • Educational assistance programs
  • Time-off benefits such as paid holidays, 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)
  • Childcare benefits
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