Associate Customer Success Executive- East

As a result of the combination of the BD Biosciences and Diagnostic Solutions business with Waters Corporation (NYSE: WAT), this role is with Waters. Waters is a global leader in life sciences, dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service. With a focus on regulated, high-volume testing environments, Waters’ innovative portfolio harnesses deep scientific expertise across biology, chemistry, and physics. Waters collaborates with analytical laboratories around the world to advance the release of effective, high-quality medicines, assure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combatting growing antibiotic resistance.

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 inspires customer success across lab automation and drives a culture of customer success within the US Region and ADx-wide.

Responsibilities

• Creates and drives a US Region and ADx-wide culture of Customer Success.
• Aligns activities with internal teams (e.g., Service, R&D, Sales, Finance & Marketing Operations, Regional VP leadership teams).
• Is accountable for the ADx-wide customer feedback loop.
• Drives assigned customer relationships (Director level and up) from contract signature through the full customer lifecycle.
• Establishes a trusted/strategic advisor relationship with each assigned customer.
• Proactively handles both customer and internal BD escalation pathways.
• Optimizes defined customer journey touchpoints and interactions with Waters for assigned customers.
• Works closely with Healthcare Consultants, Application Specialists, IT consultants, and Marketing to identify new opportunities and facilitate process and data improvement initiatives.
• Drives alignment between the customer’s and Waters’ long-term strategies and assists customers in long-term strategy design.
• Advocates for customer needs and issues across Waters to improve solutions.
• Seeks opportunities to cross-/up-sell products, maintain and increase contract renewal rates to produce increased revenue and reduce churn.
• Influences future lifetime value through higher product adoption, customer satisfaction, and overall health scores with customer key leadership functions (Lab Director, VP of Finance, VP of Supply Chain/Ops).
• Drives new business growth through fostering customer advocacy for Waters solutions to prospective customers.
• Defines operational metrics for customer success; ensures adequate systems for tracking metrics; creates cadence for review with the team and external partners; exposes subset of metrics to executive team as needed.
• Increases overall customer satisfaction scores for defined customer touchpoints and interactions with Waters.

Qualifications

• Minimum bachelor’s degree required, preferably in Business Management, Marketing, or similar focus.
• Clinical laboratory experience desired (e.g., Medical Technologist, Lab Manager).
• 7+ years’ experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention in a large-scale business (e.g., 1,000+ employees, $1B+ revenue).
• Experience optimally navigating in 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; demonstrated ability for critical thinking; excellent communication and presentation skills.
• Demonstrated desire for continuous learning and improvement.
• Ability to operate effectively in ambiguous situations.
• Builds relationships with key collaborators.
• Enthusiastic and creative leader with the ability to inspire others.

Preferred Skills

• Experience in providing valuable automation services with impact at the Executive level.
• Good understanding of hospital and lab informatics systems.
• 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 and culture. Remote or field-based positions will have different workplace arrangements.

Benefits

• Annual Bonus Potential.
• Reimbursement of vehicle use/mileage and phone use.
• Health and Well-being Benefits:
  • Medical coverage, Health Savings Accounts, Flexible Spending Accounts.
  • Dental and vision coverage.
  • 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 program, Wellness incentives, Sleep improvement program.
  • Diabetes management program, Virtual physical therapy, Emotional/mental health support programs.
  • Weight management programs, Gastrointestinal health program, Substance use management program.
  • Musculoskeletal surgery, cancer treatment, and bariatric surgery benefit.
• Retirement and Financial Well-being:
  • BD 401(k) Plan, BD Deferred Compensation and Restoration Plan.
  • 529 College Savings Plan, Financial counseling, Baxter Credit Union (BCU).
  • Daily Pay, College financial aid and application guidance.
• Life Balance Programs:
  • Paid time off (PTO), including all required State leaves.
  • Educational assistance/tuition reimbursement, MetLife Legal Plan.
  • Group auto and home insurance, Pet insurance, Commuter benefits.
  • Discounts on products and services, Academic Achievement Scholarship.
  • Service Recognition Awards, Employer matching donation.
  • Adoption assistance, Backup day care and eldercare, Support for neurodivergent adults, children, and caregivers.
  • Caregiving assistance for elderly and special needs individuals, Employee Assistance Program (EAP).
  • Paid Parental Leave, Support for fertility, birthing, postpartum, and age-related hormonal changes.
• Leave Programs:
  • Bereavement leave, Military leave, Personal leave, Family and Medical Leave (FML).
  • Jury and Witness Duty Leave.

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.

Primary work location: USA MD - Sparks - 7 Loveton Circle.