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Sr. Customer Success Manager, Health Systems (Remote with Regional Travel)

Quest Diagnostics · Marlborough, MA · 1 wk ago
OTHRFull-time

Pay Range: $130,000–150,000, plus yearly bonus and company car/gas card. Salary offers consider relevant skills, training, experience, education, certifications, market factors, and organizational factors.

Benefits

  • Day 1 Medical, supplemental health, dental, and vision for full-time employees (30+ hours)
  • Best-in-class well-being programs
  • Annual, no-cost health assessment program
  • Blueprint for Wellness and healthyMINDS mental health program
  • Vacation and Health/Flex Time
  • 6 Holidays plus 1 MyDay off
  • FinFit financial coaching and services
  • 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
  • Employee stock purchase plan
  • Life and disability insurance, plus buy-up option
  • Flexible Spending Accounts
  • Annual incentive plans
  • Matching gifts program
  • Education assistance through MyQuest for Education
  • Career advancement opportunities

About the Role

The Sr. Customer Success Manager, Health Systems develops and cultivates long-term Health System customer relationships, secures customer and revenue retention, and expands Quest’s products and services through upselling. This role shields customers from Quest's complexity, provides a single point of objective business support, and offers key client insights to Leadership. The Sr. Customer Success Manager supports Health System customers across Quest’s North Region (New England, portions of NY, PA, OH, and WV) and must reside within the region. Regional travel is required (50–80%), with a company car and gas card provided.

Responsibilities

  • Act as the main point of contact between the customer and internal Quest functions to optimize service levels and ensure satisfaction.
  • Collaborate with regional Lab Ops, Esoteric Lab Ops, logistics, IT, account setup, and other Customer Support functions to resolve customer issues.
  • Educate hospital personnel on processes and procedures, including test order processes, to ensure accurate and timely transactions.
  • Provide and operationalize communication venues for ongoing experience issues, responsible parties, and resolution timelines.
  • Be physically present prior to and during critical “go live” periods, which may span several days or weeks.
  • Analyze chronic service failures, review root causes, and work with business partners to improve service levels and prevent recurring defects.
  • Review Client Problem Tracking or other reporting mechanisms for at-risk accounts and coordinate resolution actions.
  • Create venues for client accounts and at-risk clients to ensure satisfactory resolution and follow-up.
  • Solicit and resolve outstanding issues or concerns.

Requirements

  • 7+ years of experience in a high-volume laboratory customer services environment (direct or adjacent).
  • Global understanding of department functions.
  • Customer service background with strong problem-solving skills.
  • Strong business acumen, including knowledge of financials and metrics (P&L, pricing, billing).
  • 50–80% travel required.
  • Valid driver’s license.

Qualifications

  • Bachelor’s Degree (required).
  • Strong presentation and executive presence; ability to build trust with key leaders and articulate business needs.
  • Excellent interpersonal and communication skills (written and verbal), including clarity on complex issues.
  • Ability to analyze competitive offerings (strengths, weaknesses, opportunities, threats).

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