Associate Director, Customer Optimization & Adoption

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 Senior Manager, Customer Success, you will lead the strategy, transformation, and ongoing development of Baxter's Customer Success organization within Customer Experience & Delivery. You will be responsible for driving product adoption, customer outcomes, retention, and value realization across Baxter's growing connected care portfolio. This is an opportunity to shape the future of a critical function that sits at the intersection of customer experience, technology, healthcare operations, and commercial strategy.

We are looking for a leader who enjoys building and scaling organizations. While Baxter has a talented and passionate team in place, the Customer Success function is still evolving. Today, the team supports customer adoption, engagement, renewals, and escalations, but the goal is to create a more proactive, standardized, and metrics-driven customer success organization. The ideal candidate has experience building or transforming Customer Success teams and can introduce best practices, playbooks, customer health frameworks, KPIs, governance models, and operational rigor that enable long-term scalability and measurable results.

You will lead a team of Customer Success Leaders and Connected System Application Engineers with backgrounds spanning clinical operations, analytics, project management, and customer-facing support. Success in this role will require a balance of strategic leadership, operational excellence, change management, and customer engagement. You will establish clear expectations, define measures of success, leverage tools such as Gainsight, and create repeatable processes that enable the team to deliver a world-class customer experience. Working closely with Sales, Enterprise Accounts, Clinical Operations, Product Management, Engineering, Technical Support, and implementation teams, you will help ensure customers experience one coordinated Baxter while influencing stakeholders, challenging the status quo, and driving meaningful customer outcomes.

This is a remote position based in the United States and requires approximately 30% travel to customer sites and Baxter locations throughout the U.S.

What you'll be doing

• Lead, coach, and develop a multidisciplinary team of Customer Success Leaders and Connected System Application Engineers while building a high-performing, customer-focused organization.
• Transform and scale Baxter’s Customer Success operating model, including success planning, onboarding, adoption programs, health scoring, governance, and customer engagement standards.
• Develop customer segmentation, account coverage, and capacity planning strategies that align resources to customer needs, complexity, and strategic importance.
• Drive product adoption, customer health, value realization, retention, and Net Promoter Score improvement across Baxter’s customer portfolio.
• Establish executive-level customer engagement practices, including business reviews, governance meetings, strategic planning discussions, and executive sponsorship programs.
• Partner with Sales and Enterprise Accounts to identify retention risks, improve renewal readiness, and uncover opportunities for account growth and expansion.
• Collaborate across Clinical Operations, Product, Engineering, Technical Support, IDN Program Management, and Customer Experience teams to deliver a coordinated customer experience.
• Establish reporting, analytics, and voice-of-customer processes that provide actionable insights, improve decision-making, and drive continuous improvement.

What you'll bring

• Bachelor’s degree in Business, Healthcare, Information Technology, Engineering, or a related field.
• 8-10 years of experience in Customer Success, Customer Experience, Account Management, Professional Services, Healthcare Technology, or a related customer-facing function.
• 3+ years of people leadership experience with a track record of developing talent and leading high-performing teams.
• Demonstrated success building, scaling, or transforming Customer Success organizations, operating models, or customer engagement programs.
• Strong expertise in customer health frameworks, success planning, product adoption, value realization, retention strategies, executive governance, and customer segmentation.
• Experience leading technical or multidisciplinary customer-facing teams and working effectively within complex, matrixed organizations.
• Excellent communication, executive presentation, relationship-management, and cross-functional influencing skills.
• Experience with Customer Success and CRM platforms such as Gainsight, Salesforce, or similar tools; healthcare technology or medical device industry experience strongly preferred.

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 $136,000 -$187,000. 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. 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.

Originally posted on Himalayas