Strategic Customer Success Manager, Global Accounts

Responsibilities

• Drive customer outcomes for a portfolio of strategic pharmaceutical accounts.
• Develop customer success plans aligned to business objectives and measurable outcomes.
• Build trusted relationships across scientific, IT, informatics, and executive stakeholders.
• Accelerate adoption and value realization for key software solutions.
• Identify barriers to adoption and coordinate resources to accelerate time-to-value.
• Monitor customer health, usage trends, and business outcomes.
• Lead quarterly business reviews (QBRs) and executive business reviews (EBRs) that demonstrate business value and ROI.
• Translate product capabilities into measurable scientific, operational, and business outcomes.
• Build and maintain relationships with executive sponsors and key decision-makers within strategic accounts.
• Establish governance models that support long-term customer success.
• Protect and grow the business by driving retention, renewal readiness, and expansion opportunities.
• Partner with Strategic Account Managers to advance long-term growth initiatives.
• Represent the voice of the customer by advocating for customer needs across Product Management, R&D, Support, and Commercial teams.
• Capture customer feedback, adoption insights, and workflow requirements to influence product strategy and customer experience improvements.
• Partner with Marketing, Product Management, and Business Segment leaders to develop customer success stories, case studies, references, and industry-facing advocacy programs.
• Cultivate customer champions and executive sponsors who can articulate the business value of Waters solutions through reference calls, conference presentations, advisory boards, and peer-to-peer engagements.
• Support the development of industry-facing success stories that demonstrate measurable customer outcomes and strengthen Waters' leadership position within the life sciences market.

Requirements

• Bachelor's degree in Life Sciences, Chemistry, Informatics, Engineering, Business, or a related discipline.
• 5+ years of experience in Customer Success, Strategic Account Management, Technical Account Management, Professional Services, Consulting, or a similar customer-facing role.
• Experience working with enterprise software, SaaS solutions, cloud platforms, scientific software, or laboratory informatics systems.
• Strong relationship-building skills with the ability to engage both technical and executive stakeholders.
• Demonstrated success driving customer adoption, retention, and business outcomes in complex enterprise environments.
• Strong communication, presentation, and problem-solving skills.
• Ability to manage multiple strategic customer engagements simultaneously.