US Customer Success Manager

Abbott is a global healthcare leader that helps people live more fully at all stages of life. The Manager, US Customer Success, is responsible for the end-to-end lifecycle of digital health customers, ensuring strong adoption and long-term customer satisfaction while driving operational excellence across support teams.

Responsibilities:

• 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
• 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
• 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

Requirements:

• Bachelor's or equivalent Global education
• 5-7 years of experience leading and managing software services and support teams for healthcare/ diagnostic laboratory systems
• Or relevant leadership and technical experience
• Master's degree preferred in Computer Science, Information Systems, Medical or Hospital Informatics or related disciplines
• 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