Owns corporate customer success strategy by identifying customer experience gaps, improving processes, supporting frontline teams, driving loyalty and revenue growth, communicating CX impact to executives, developing employee training, and standardizing use of LIMS, Client Connect, and Salesforce. Requires laboratory or related industry expertise, strong technical troubleshooting and communication skills, project leadership, and travel across the company network.

Own strategic national customer relationships, retention, satisfaction, and growth. Develop account plans, conduct business reviews, resolve escalations, coordinate laboratory and corporate teams, monitor account KPIs, and provide executive reporting. Identify expansion opportunities while partnering with Sales and Business Development. Influence cross-functional stakeholders, ensure customer commitments are completed, and maintain consistent service delivery across locations. The role requires executive communication, strategic account management, and 50% travel.