Customer Success Leader

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 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. This role requires a proactive, analytical, and relationship‑driven leader who can communicate with clarity, navigate ambiguity, and coordinate cross‑functional teams to deliver meaningful outcomes. You will play a critical role in shaping customer success practices, mentoring service leaders, and ensuring customers realize the full value of their investment. We are ideally seeking candidates based in North or South Carolina, but are open to East Coast–based candidates across the U.S. This role requires the ability to travel up to 50%, including both planned and unplanned customer needs. What you’ll be doing 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 What you’ll bring 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 We understand compensation is an important factor as you consider the next step in your career. At Baxter, we are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices. The estimated base salary for this position is $104,000 to $143,000 annually. The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than of the anticipated range based upon market data and other factors, all of which are subject to change. Individual pay is based on upon location, skills and expertise, experience, and other relevant factors. This position is also eligible for discretionary bonuses and long-term incentive. For questions about this, our pay philosophy, and available benefits, please speak to the recruiter if you decide to apply and are selected for an interview. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time. US Benefits at Baxter (except for Puerto Rico) This is where your well-being matters. Baxter offers comprehensive compensation and benefits packages for eligible roles. Our health and well-being benefits include medical and dental coverage that start on day one, as well as insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance. Financial and retirement benefits include the Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount, and the 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching. We also offer Flexible Spending Accounts, educational assistance programs, and 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. Additional benefits include commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and childcare benefits. Join us and enjoy the competitive compensation and benefits we offer to our employees. For additional information regarding Baxter US Benefits, please speak with your recruiter or visit our Benefits site: Benefits | Baxter Equal Employment Opportunity Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic. Know Your Rights: Workplace Discrimination is Illegal Reasonable Accommodations Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information. Recruitment Fraud Notice Baxter has discovered incidents of employment scams, where fraudulent parties pose as Baxter employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice. No matter your role at Baxter, your talent, skills, and time has a direct impact on people's lives. Since 1931, we have been at the forefront of innovation by bringing smarter, more personalized care to patients around the world. Now, we're more determined than ever to make a lasting impact as we are redefining healthcare delivery across the care journey. Our Mission to Save and Sustain Lives motivates us as we create a culture in which each of us can succeed. This is where you belong.