Head of Customer Success, Laboratory Solutions

🔥 13 hours ago

🇺🇸 United States – Remote

💵 $207.2k - $284.9k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 0%

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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

• Lead the strategy and execution of the Customer Success team for the Laboratory Solutions business in North America. • Improve customer loyalty, satisfaction, advocacy, retention, renewal rates, and long-term partnership value. • Drive customer adoption, utilization, and achievement of business outcomes. • Reduce customer risk, preventable escalations, and customer churn. • Develop and engage a high-performing Customer Success team. • Define and execute a comprehensive Customer Success strategy aligned with business priorities and customer needs. • Create scalable customer engagement models supporting customers throughout their lifecycle. • Own strategic customer partnerships and maximize customer value, retention, and growth. • Serve as the voice of the customer and translate customer insights into measurable business improvements. • Influence product development, service enhancements, process improvements, and business decisions. • Partner with Sales and Marketing on customer success stories, references, and advocacy programs. • Help customers optimize laboratory performance, workflow efficiency, quality outcomes, and operational effectiveness. • Support executive business reviews and develop customer success plans. • Identify at-risk customers and lead cross-functional recovery and mitigation plans. • Partner with Sales and Service teams on growth, expansion, and strategic partnerships. • 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 opportunities, uncover risks, improve outcomes, and drive continuous improvement. • 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. • Ability 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