US Customer Success Manager

Abbott • North Chicago, IL

1d • Remote

About The Position

About Abbott Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology. Our diagnostic solutions are used in hospitals, laboratories, and clinics around the globe. The crucial information derived from our tests, instruments and informatics systems are often the first step in patient care decision making for hundreds of health conditions from heart attacks to blood disorders to infectious diseases and cancers. Working at Abbott At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You’ll also have access to: Career development with an international company where you can grow the career you dream of. Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year. An excellent retirement savings plan with high employer contribution Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree. A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune. A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists. The Opportunity This is a remote position Qualified candidates preferred to live in the Central Region area. Easy access to major metropolitan airport Must be able to travel up to 50% Must have a Valid Driver’s License. What You’ll Work On The Manager, US Customer Success, is responsible for the end‑to‑end lifecycle of our digital health customers, ensuring strong adoption, sustained utilization, and long‑term customer satisfaction. This role oversees the full customer experience—from timely issue resolution to strategic engagement—while driving operational excellence across the Level 1 and Level 2 support teams. Core Competencies Builds strong, trust-based relationships with clinical, operational, and technical customer stakeholders Anticipates customer needs and proactively drives engagement, adoption, and satisfaction Skilled in navigating complex customer environments, including healthcare workflows and regulatory sensitivities Understands digital health platforms, data flows, integration requirements, and clinical use cases Able to translate customer issues into actionable technical requirements for level 2 / engineering teams Comfortable discussing product functionality, troubleshooting paths, and technical dependencies Strong analytical skills to diagnose complex issues and prioritize resolution pathways Uses structured problem-solving frameworks to drive to root cause Ensures timely resolution of both straightforward and escalated customer challenges Identifies operational gaps and designs improvements that increase efficiency and reduce friction Drives metrics such as response time, resolution SLAs, backlog reduction, and customer satisfaction Communicates effectively with both technical and non-technical audiences Provides transparent, structured updates to customers and internal stakeholders Coaches’ teams to improve both soft-skills (customer interaction) and hard-skills (technical proficiency) Special Skills & Knowledge Develops customer success plans that drive utilization, expansion, and long-term reference ability Ability to influence customer behavior and guide them toward best practices Uses KPIs, dashboards, and operational metrics to track performance and identify trends Make evidence-based recommendations to improve customer outcomes and support efficiency Comfortable interpreting product usage analytics and translating insights into action Works effectively with Product, Engineering, Implementation, Sales and Support teams Helps unify team around shared goals and customer outcomes Guides customers through workflow changes and feature adoption Skilled in driving behavioral adoption among end users

Requirements

• Bachelor’s or equivalent Global education, Master’s degree preferred in Computer Science, Information Systems, Medical or Hospital Informatics or related disciplines
• 5-7 years of experience leading and managing software services and support teams for healthcare/ diagnostic laboratory systems
• Or relevant leadership and technical experience
• Qualified candidates preferred to live in the Central Region area.
• Easy access to major metropolitan airport
• Must be able to travel up to 50%
• Must have a Valid Driver’s License.

Responsibilities

• Customer Lifecycle Management Ensure timely resolution of customer issues, meeting or exceeding on-time resolution targets
• Manage and escalate complex customer challenges, ensuring clear communication and rapid resolution
• Drive the long-term utilization, satisfaction, and reference ability of digital health applications at customer sites
• Serves as a primary client-facing leader, maintaining trusted relationships and a proactive engagement approach
• Operational Excellence Lead initiatives that improve Level 1 to Level 2 operational efficiency and reduce friction across the support workflow
• Implement processes that enhance responsiveness, quality, and consistency of the customer support interactions
• Leadership & Team Development Directly manage and develop US-based Level 1 and Level 2 Support Managers
• Ensure on-going coaching, growth, and skill development of their respective teams.
• Foster a culture of accountability, continuous improvement, and customer-centric support delivery.

Benefits

• Career development with an international company where you can grow the career you dream of.
• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with high employer contribution
• Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level