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Customer Success Manager

Laborie Medical Technologies Corp
3 days ago
Full-time
On-site
Portsmouth, New Hampshire, United States

The Customer Success Manager leads the strategy, execution, and continuous improvement of customer escalation management within the business unit. This role oversees complex, high-risk customer issues and ensures strong cross-functional alignment to drive timely resolution while protecting patient outcomes, product performance, and customer trust.
 
This leader builds and scales escalation frameworks, elevates the Voice of the Customer (VoC), and drives systemic improvements across Quality, Engineering, Operations, and Commercial teams. The role also develops team capabilities, establishes governance, and ensures accountability across stakeholders, positioning customer success as a strategic driver of business performance.

Key Responsibilities

1. Escalation Strategy & Leadership

  • Own the escalation management framework, governance model, and operating cadence
  • Lead resolution of the most critical, enterprise-level customer escalations
  • Serve as escalation point for executive-level and high-risk customer situations
  • Establish prioritization criteria and escalation thresholds across the organization
  • Facilitate and lead cross-functional “war rooms” and executive updates

2. Team Leadership & Capability Building

  • Hire, develop, and lead a high-performing customer success / escalation team
  • Define roles, responsibilities, and career progression within the function
  • Coach team members on stakeholder management, root cause analysis, and customer engagement
  • Foster a culture of accountability, urgency, and customer-centricity

3. Voice of the Customer (VoC) Strategy

  • Design and operationalize VoC programs across multiple channels
  • Aggregate and synthesize customer insights into actionable business intelligence
  • Translate feedback into strategic recommendations for senior leadership
  • Partner with Product, Quality, and Commercial leaders to ensure customer insights influence roadmap and decision-making
  • Elevate customer insights visibility at the executive level

4. Cross-Functional Leadership & Alignment

  • Establish strong partnerships across:
    • Quality & Regulatory (complaints, CAPA, adverse events)
    • Customer Service & Commercial Operations
    • Technical Support & Engineering
    • Field Service & Clinical teams
    • Supply Chain & Manufacturing
    • Sales & Account Management
  • Drive accountability and alignment for issue resolution timelines and outcomes
  • Influence senior stakeholders to prioritize customer-impacting initiatives

5. Process Excellence & Continuous Improvement

  • Lead root cause analysis efforts for systemic issues and recurring escalations
  • Build and standardize SOPs for escalation handling and communication
  • Drive process optimization initiatives leveraging Lean / Six Sigma principles
  • Implement scalable tools, dashboards, and reporting to improve visibility and performance
  • Reduce recurrence rates and improve overall customer experience

6. Customer Communication & Executive Engagement

  • Define standards for customer communication during escalations
  • Support and lead high-impact, executive-level customer interactions
  • Ensure consistent, transparent messaging across all customer touchpoints
  • Protect, rebuild, and strengthen customer relationships in critical situations

Qualifications

  • 10–15+ years of experience in:
    • Customer success, quality, operations, or commercial roles within medical device / healthcare
  • 3–5+ years of people leadership experience
  • Deep understanding of:
    • Clinical customers (hospitals, physicians, IDNs)
    • Regulatory and quality systems (complaints, CAPA processes)
  • Demonstrated experience leading complex, cross-functional initiatives
  • Strong executive presence and stakeholder influence
  • Experience with ERP/CRM systems (e.g., SAP S4HANA, Salesforce)

Preferred

  • Lean / Six Sigma certification or equivalent process improvement experience
  • Experience building or scaling customer success or escalation management functions
  • Familiarity with complaint handling, audit readiness, and regulatory environments

Key Competencies

  • Strategic mindset with ability to translate insights into action
  • Strong leadership and team development capabilities
  • Executive-level communication and influencing skills
  • Customer-first mindset with high empathy and urgency
  • Structured problem-solving and data-driven decision making
  • Ability to operate effectively in high-pressure environments