Associate Director, Customer Optimization, Adoption

Responsibilities

• Developing customer success strategies that improve retention, expansion, and overall customer health
• Leading and mentoring a multidisciplinary team of Customer Success Leaders, Clinical Managers, and Application Engineers
• Establishing structure and process for new initiatives to prioritize work and eliminate duplication
• Providing insight on competitive landscape to guide decision-making and strategic focus
• Driving operational efficiencies across the Customer Optimization and Adoption team
• Building strong internal partnerships that foster collaboration and effective communication
• Creating and executing best-practice frameworks and playbooks for customer success
• Reporting operational and strategic metrics to Baxter leadership and supporting revenue-driven initiatives

• 5+ years of experience in healthcare technology implementation or related healthcare fields
• Background in healthcare, medical devices, or professional services strongly preferred
• Ability to evaluate trade-offs and drive decisions with cross-functional alignment
• Comfort operating in a matrixed environment with competing priorities
• Strong attention to detail and motivation for high-level problem solving
• Experience in fast-paced global environments
• Clear, decisive thinking that accelerates team execution
• Strong communication, leadership, and relationship-building skills