Senior Manager, Customer Success

This is where your work makes a difference.

At Baxter, we believe every person—regardless of who they are or where they are from—deserves a chance to live a healthy life. It was our founding belief in 1931 and continues to be our guiding principle. We are redefining healthcare delivery to make a greater impact today, tomorrow, and beyond.

Our Baxter colleagues are united by our Mission to Save and Sustain Lives. Together, our community is driven by a culture of courage, trust, and collaboration. Every individual is empowered to take ownership and make a meaningful impact. We strive for efficient and effective operations, and we hold each other accountable for delivering exceptional results.

Here, you will find more than just a job—you will find purpose and pride.

Your role at Baxter

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, and operational rigor that enable long-term scalability and measurable results.

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, and 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. Working closely with Sales, Enterprise Accounts, Clinical Operations, Product Management, Engineering, Technical Support, and implementation teams, you will help ensure customers experience one coordinated Baxter while influencing stakeholders, challenging the status quo, and driving meaningful customer outcomes.

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.

What you'll be doing

• 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.

What you'll bring

• 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.

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