Head of Customer Success, Laboratory Solutions

🕒 5 days ago

🇺🇸 United States – Remote

💵 $207.2k - $284.9k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 10%

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Siemens Healthineers

WebsiteLinkedInAll Job Openings

10,000+ employees

🏥 Healthcare

⚕️ Healthcare Insurance

🧬 Biotechnology

💰 $1.5M Grant on 2021-05

Healthcare • Healthcare Insurance • Biotechnology

Siemens Healthineers is a leading MedTech company focused on pioneering breakthroughs in healthcare. They offer a comprehensive portfolio that addresses the entire care continuum for serious diseases, including medical imaging, laboratory diagnostics, point-of-care testing, and digital health solutions. With a commitment to innovation, sustainability, and improving patient access to care, Siemens Healthineers collaborates with healthcare professionals and organizations globally to advance medical technology and enhance patient outcomes.

📋 Description

• Define and execute a comprehensive Customer Success strategy aligned with business priorities and customer needs • Build, lead, and develop a high-performing Customer Success team • Create scalable customer engagement models across the customer lifecycle • Own strategic customer partnerships and maximize customer value, retention, and growth • Serve as the voice of the customer across the organization • Use customer insights to influence product development, service enhancements, process improvements, and business decisions • Partner with Sales and Marketing on customer success stories, references, and advocacy programs • Ensure customers realize measurable value from investments in solutions • Help customers optimize laboratory performance, workflow efficiency, quality outcomes, and operational effectiveness • Support executive business reviews and develop customer success plans • Improve retention, renewal rates, loyalty, and lifetime value • Identify at-risk customers and lead recovery and mitigation plans • Partner with Sales and Service to identify growth and expansion opportunities • Establish and monitor customer success metrics including NPS, CSAT, customer retention, customer health scores, solution adoption and utilization, and escalation trends • Leverage data and analytics to identify risks and improve customer outcomes • Implement scalable processes, tools, and governance models • Collaborate with Sales, Service, Marketing, Supply Chain, R&D, and Finance teams • Align cross-functional teams around customer priorities and business objectives

🎯 Requirements

• Bachelor's degree required; advanced degree preferred • 8+ years of leadership experience in Customer Success, Customer Experience, Healthcare Services, Laboratory Operations, Commercial Excellence, or a related field • Experience within the diagnostics, healthcare technology, medical devices, or life sciences industry • Proven success leading customer-focused teams and driving measurable improvements in customer loyalty, retention, and growth • Experience building relationships and influencing executive stakeholders, including laboratory directors, health system leaders, and C-suite executives • Strong business acumen, strategic thinking, and data-driven decision-making capabilities • Well-established resilience and emotional intelligence, with the ability to navigate difficult conversations and build trusted relationships • Demonstrated ability to lead through change, develop talent, and build high-performing teams • Successful candidate must be able to work with controlled technology in accordance with US export control law

🏖️ Benefits

• Medical insurance • Dental insurance • Vision insurance • 401(k) retirement plan • Life insurance • Long-term and short-term disability insurance • Paid parking/public transportation • Paid time off • Paid sick and safe time