Customer Success Lead building customer success and support function at an AI - native CRM startup. Driving product adoption and revenue expansion within best accounts in a hybrid role.
About the role
- Senior Manager leading high-performing Customer Success Executives for BD’s Medication Management Solutions. Driving team performance, customer success outcomes, and operational excellence across various areas.
Responsibilities
- Lead, coach, and develop a team of CSEs to deliver exceptional customer outcomes and drive long-term adoption of BD technologies
- Partner with senior leadership to define and execute strategic initiatives that enhance customer success and retention
- Oversee the delivery of value-based engagements across strategic IDNs and health systems
- Identify and implement process improvements to streamline CSE workflows and enhance scalability
- Build and maintain strong relationships with internal and external stakeholders
Requirements
- Bachelor’s degree required
- 10+ years of experience in Customer Success, Account Management, or related field, with at least 3 years in a leadership role
- Proven success leading high-performing teams in complex, matrixed environments
- Deep understanding of healthcare systems, hospital operations, and MedTech solutions
- Strong strategic planning, process improvement, and change management capabilities
- Exceptional communication, executive presence, and stakeholder management skills
- Experience with Salesforce or similar CRM platforms
- Willingness to travel up to 50%
Benefits
- Competitive package of compensation and benefits programs
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