Customer Success Manager - West Region

The Customer Success Manager will manage overall relationships with assigned healthcare customers, focusing on increasing product adoption, ensuring retention, customer happiness, and product optimization of connected healthcare solutions. They will elevate the utilization and adoption of Baxter products within customer organizations, establish trusted advisor relationships, and drive continued value recognition. Responsibilities include exercising clinical and hospital workflow acumen, partnering with hospital leaders to create plans for goal achievement, defining critical success factors, delineating success metrics, identifying barriers, making recommendations, and connecting these to ROI. The role involves preparing and guiding customers on new features and releases, coordinating software upgrade projects, reviewing release notes, and assisting customers with their annual upgrade journey. The manager will maintain accountability for designated operational stability by conducting customer health-checks, identifying renewal risks, leading remediation efforts, and collaborating with sales teams for contract renewals. Additionally, they will generate customer success stories and referenceable activity, guide customers through organizational change and value assessments, and collaborate with internal teams like Marketing, Product, Sales, and Support to ensure a connected customer experience.