Associate Customer Success Executive- East

This role is part of Waters Corporation (NYSE: WAT), a global leader in life sciences dedicated to accelerating scientific breakthroughs through analytical technologies, informatics, and service. Waters focuses on regulated, high-volume testing environments, collaborating with laboratories worldwide to advance medicine, ensure food and water safety, and improve patient outcomes. With approximately 16,000 colleagues, Waters partners with customers to transform scientific challenges into innovations that enhance lives globally.

About the role

This position is responsible for establishing, maintaining, and enhancing customer experience while supporting their strategic goals through Waters products, services, and intellectual capital. The role drives customer success across lab automation, aligning activities with internal teams to foster a culture of customer-centric innovation and growth.

Responsibilities

• Create and drive a U.S. Region and ADx-wide culture of Customer Success by aligning activities with internal teams (Service, R&D, Sales, Finance, Marketing Operations, and Regional VP leadership).
• Serve as the accountable owner of the ADx-wide customer feedback loop.
• Manage assigned customer relationships (Director level and above) from contract signature through the full customer lifecycle, establishing trusted advisor relationships.
• Proactively handle customer and internal BD escalation pathways.
• Optimize defined customer journey touchpoints and interactions with Waters for assigned customers.
• Collaborate with Healthcare Consultants, Application Specialists, IT consultants, and Marketing to identify new opportunities and facilitate process and data improvement initiatives.
• Drive alignment between customer and Waters’ long-term strategies, assisting customers in strategy design.
• Advocate for customer needs across Waters to improve solutions and seek cross-/up-sell opportunities to increase revenue and reduce churn.
• Influence future lifetime value through higher product adoption, customer satisfaction, and health scores with key customer leadership (Lab Director, VP of Finance, VP of Supply Chain/Ops).
• Foster customer advocacy to drive new business growth.
• Define operational metrics for customer success, ensure tracking systems are in place, and create review cadences with teams and external partners.
• Increase overall customer satisfaction scores for defined touchpoints and interactions with Waters.

Qualifications

• Minimum bachelor’s degree required, preferably in Business Management, Marketing, or a related field.
• Clinical laboratory experience desired (e.g., Medical Technologist, Lab Manager).
• 7+ years of experience in Customer Success or equivalent roles focused on increasing customer satisfaction, adoption, and retention in a large-scale business (e.g., 1,000+ employees, $1B+ revenue).
• Experience navigating heavily matrixed environments and working cross-functionally.
• Demonstrated ability to manage influence through persuasion, negotiation, and consensus-building.
• Ideally combined background of post-sale and sales experience.
• Strong empathy for customers and passion for revenue and growth, with a deep understanding of value drivers in recurring revenue business models.
• Analytical and process-oriented approach; critical thinking skills; excellent communication and presentation abilities.
• Demonstrated desire for continuous learning and improvement.
• Ability to operate effectively in ambiguous situations and build relationships with key collaborators.
• Enthusiastic and creative leader with the ability to inspire others.
• Preferred experience in providing valuable automation services with impact at the Executive level.
• Good understanding of hospital and lab informatics systems.
• Preferably previous healthcare customer experience.
• Sophisticated negotiation and conflict resolution skills.
• Willing and able to travel over 50%.

Schedule

This role requires a minimum of 4 days of in-office presence per week to maintain collaboration, innovation, and operational excellence. Remote or field-based arrangements may vary and will be specified in the job posting.

Benefits

• Annual Bonus Potential and reimbursement for vehicle use/mileage and phone use.
• Health and Well-being Benefits:
  • Medical, dental, and vision coverage.
  • Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
  • Hospital Care Insurance, Critical Illness Insurance, Accidental Injury Insurance, Life and AD&D Insurance.
  • Short-term and long-term disability coverage, long-term care with life insurance.
  • Well-being resources: anxiety management, wellness incentives, sleep improvement, diabetes management, virtual physical therapy, emotional/mental health support, weight management, gastrointestinal health, substance use management, and musculoskeletal surgery/cancer treatment/bariatric surgery benefits.
• Retirement and Financial Well-being:
  • BD 401(k) Plan and Deferred Compensation/Restoration Plan.
  • 529 College Savings Plan, financial counseling, and Baxter Credit Union (BCU).
  • Daily Pay, college financial aid/application guidance.
• Life Balance Programs:
  • Paid time off (PTO), including all required state leaves, educational assistance/tuition reimbursement.
  • MetLife Legal Plan, group auto/home insurance, pet insurance, commuter benefits, and discounts on products/services.
  • Adoption assistance, backup day care/eldercare, support for neurodivergent adults/children/caregivers, caregiving assistance for elderly/special needs individuals.
  • Employee Assistance Program (EAP), Paid Parental Leave, support for fertility/birthing/postpartum/age-related hormonal changes.
  • Bereavement, military, personal, and Family and Medical Leave (FML), jury/witness duty leave.
  • Academic Achievement Scholarship, Service Recognition Awards, employer matching donation.

Pay

The expected compensation range for this role is $104,700–$167,500. Final compensation will be determined based on experience, skills, and geographic location.

Location

Primary work location: USA MD - Sparks - 7 Loveton Circle. Additional locations may apply.