Strategic Customer Success Manager, Global Accounts

Overview

Waters is transforming how the world's leading pharmaceutical organizations leverage cloud-enabled informatics, connected laboratory technologies, and subscription-based software solutions. As adoption of Empower Subscription offerings and waters_connect applications accelerates across strategic enterprise customers, we are investing in a dedicated Customer Success capability to drive adoption, value realization, retention, and growth. Working across executive, business, and technical stakeholders, the Senior Customer Success Manager partners with Sales, Professional Services, Product Management, Support, and R&D to accelerate customer outcomes and support Waters' long-term cloud and subscription growth strategy.

Responsibilities

Drive Customer Outcomes

• Own post-sale success 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

• Drive 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 Strategic Customer Engagement

• Lead QBRs and 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

• Drive retention, renewal readiness, and expansion opportunities across assigned strategic accounts.
• Develop strategies to mitigate risk and improve customer health.
• Partner with Strategic Account Managers to advance long-term growth initiatives.

Represent the Voice of the Customer

• Advocate 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.

Leadership Expectations

Successful candidates demonstrate Waters' leadership values through:

• Courage: Addressing challenges proactively, surfacing risks, and leading difficult conversations that drive better customer outcomes.
• Competence: Applying business, scientific, and technical expertise to help customers achieve measurable value.
• Compassion: Building trust through empathy, active listening, and a commitment to helping customers and colleagues succeed.

Key Success Metrics

Success in this role will be measured through:

• Customer adoption and utilization
• Customer health and retention
• Renewal readiness and expansion influence
• Executive stakeholder engagement
• Customer advocacy and references
• Measurable customer business outcomes

 

Qualifications

Required

• 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.

Preferred

• Experience within pharmaceutical, biotechnology, diagnostics, CRO/CDMO, or life sciences organizations.
• Familiarity with chromatography data systems (CDS), LIMS, ELN, SDMS, laboratory informatics, or regulatory environments.
• Experience supporting SaaS and subscription-based business models.
• Knowledge of GxP-regulated environments and data integrity requirements.
• Experience working within global account structures and multinational organizations.
• Advanced degree (MBA, MS, PhD) preferred.