JOB DESCRIPTION:The OpportunityThis position is an onsite role based in Madison, WI. in Abbott's
Cancer Diagnostics business.
We're empowering smarter medical and economic decision-making to help transform the way people manage their health at all stages of life. Every day, more than 10 million tests are run on Abbott's diagnostics instruments, providing lab results for millions of people. Our diagnostic solutions are used in hospitals, laboratories, and clinics around the globe, helping clinicians make informed decisions across a broad range of health conditions, including cancer.
As the
Manager, Customer Success, you'll have the opportunity to lead a high-performing team focused on delivering an exceptional customer experience, strengthening customer relationships, and supporting long-term retention and business growth. You'll oversee the operational and administrative functions of the Customer Success organization, drive process improvements, and collaborate with Sales, Commercial, and cross-functional partners to develop scalable, customer-focused solutions. This role will play a key part in advancing a best-in-class Customer Success model that anticipates evolving customer needs and supports organizational growth.
What You'll Work On- Lead and develop a high-performing Customer Success team by providing coaching, performance management, training, and professional development while fostering a culture of accountability, collaboration, inclusion, and exceptional customer service.
- Oversee Customer Success operations and processes, including customer onboarding, training programs, service delivery, and resolution of complex customer issues to ensure a consistent, high-quality customer experience.
- Drive operational excellence and continuous improvement by identifying opportunities to streamline workflows, improve efficiencies, enhance service delivery, and implement scalable solutions that support evolving customer and business needs.
- Develop and monitor key performance indicators (KPIs), customer utilization reports, and operational metrics to evaluate team effectiveness, identify trends, support strategic initiatives, and communicate performance results and recommendations to leadership.
- Partner cross-functionally with Sales, Customer Care, Operations, and other Commercial teams to advocate for customer needs, support business objectives, strengthen customer relationships, and improve customer satisfaction and retention while ensuring compliance with company policies and quality standards.
Required Qualifications- Bachelor's degree in Business Administration, Science, or a related field; OR a high school diploma/GED and four (4) years of relevant customer service or related experience in lieu of a bachelor's degree.
- Four (4) or more years of experience in customer service.
- Two (2) or more years of experience leading or directing employees and/or project teams.
- Strong understanding of customer service operations, billing, insurance, and/or data entry processes.
- Advanced proficiency with customer service systems and related technologies.
- Proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, Outlook, and SharePoint.
- Demonstrated ability to exercise sound judgment, analyze complex issues, and implement effective solutions.
- Ability to perform the essential duties of the position with or without reasonable accommodation.
- Authorization to work in the United States without current employer sponsorship.
Preferred Qualifications- Six (6) or more years of customer service experience within healthcare, diagnostics, or a clinical reference laboratory environment.
- Two (2) or more years of account management or sales support experience.
- Advanced proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, Outlook, and SharePoint.
Apply NowLearn more about our health and wellness benefits, which provide the security to help you and your family live full lives: https://abbottbenefits.com/
Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life.
The base pay for this position is $78,000.00 - $156,000.00
In specific locations, the pay range may vary from the range posted.
JOB FAMILY:Customer Service
DIVISION:ONCO Cancer Diagnostics
LOCATION:United States > Madison : 1 Exact Lane
ADDITIONAL LOCATIONS:WORK SHIFT:Standard
TRAVEL:Yes, 25 % of the Time
MEDICAL SURVEILLANCE:No
SIGNIFICANT WORK ACTIVITIES:Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)
