Customer Success Supervisor

JOB DESCRIPTION:

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

The Opportunity

At Abbott Toxicology, a part of Abbott’s Diagnostics family of businesses. We bring together dedicated experts and advanced technologies to support toxicology testing services across a wide range of industry sectors globally. Delivering critical insights that aid in the detection, treatment, and management of substance use and exposure. Our mission is to provide reliable, timely, and actionable information that supports safer and healthier outcomes for individuals and communities.

Our Toxicology Business is currently recruiting for a Customer Success Supervisor. The role would be based in our Abingdon (Oxfordshire) office.

As Customer Success Supervisor, you will lead a team of Customer Success Executives, ensuring the delivery of exceptional service across our Drug & Alcohol (D&A) testing programs. You will be responsible for team performance, service quality, and continuous improvement, acting as a key escalation point and strategic partner to both internal teams and customers.

What You’ll Do

• Lead, coach, and develop a team of Customer Success Executives, promoting excellence, empathy, and accountability.
• Oversee delivery of D&A testing programs, ensuring regulatory and contractual compliance.
• Track performance against KPIs/SLAs and implement corrective actions where needed.
• Act as the escalation point for complex customer issues, ensuring timely resolution.
• Support onboarding and training to maintain consistent team knowledge and standards.
• Work with the Customer Services Manager and key stakeholders to drive service improvements.
• Deliver customer review meetings and present insights to optimise program performance.
• Partner with Customer Ambassadors and Sales to identify growth opportunities and support retention.
• Contribute to strategic planning, process improvements, and cross‑functional projects.
• Ensure accurate, timely reporting of customer data, compliance metrics, and service performance.

Required qualifications/Profile

• Educated to national standards.
• Demonstrated leadership in customer success or service delivery within regulated sectors.
• Skilled in coaching, mentoring, and developing high-performing teams.
• Strong communicator with experience engaging senior stakeholders.
• Data-literate with a strategic, insight-driven approach.
• Adaptable, proactive, and resilient under pressure.
• Confident working with contracts, SLAs, and compliance frameworks.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will have access to:

• Career development with an international company where you can grow the career you dream of.
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

The base pay for this position is

In specific locations, the pay range may vary from the range posted.

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