Head of Customer Success, Laboratory Solutions, NAM (Remote)

Job description

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably. Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions. Apply now for the position of Senior Director, Head of Customer Success, and you will lead the strategy and execution of our Customer Success team for the Laboratory Solutions business in North America. In this role, you will ensure customers realize measurable value from their investment in our solutions, services, and partnerships. You will serve as the voice of the customer, driving loyalty, retention, advocacy, and growth while building strong relationships with laboratory leaders, health systems, and executive stakeholders. Working cross-functionally, you will champion a customer-centric culture, deliver exceptional customer experiences, and help position our company as a trusted partner.In this role, you will be expected to: Improve customer loyalty, satisfaction, and advocacy. Increase customer 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. Strengthen customer confidence in our ability to deliver consistently and reliably. Develop and engage a high-performing Customer Success team. In this role, you will: Lead the Customer Success Strategy Define and execute a comprehensive Customer Success strategy aligned with business priorities and customer needs. Build, lead, and develop a high-performing team of Customer Success professionals. Create scalable customer engagement models that support customers throughout their lifecycle. Foster a culture of accountability, customer advocacy, and continuous improvement. Own strategic customer partnerships and lead efforts to maximize customer value, retention, and growth. Champion Customer Experience Serve as the voice of the customer across the organization, ensuring customer insights translate into measurable business improvements. Leverage customer insights and feedback to influence product development, service enhancements, process improvements, and business decisions. Partner with Sales and Marketing teams to elevate customer success stories, references, and advocacy programs. Drive initiatives that strengthen customer confidence, trust, and long-term loyalty. Drive Customer Outcomes and Value Realization Ensure customers realize measurable value from their investment in our solutions. Help customers optimize laboratory performance, workflow efficiency, quality outcomes, and operational effectiveness. Support executive business reviews that demonstrate value, strengthen partnerships, and identify opportunities for further success. Partner with customers to develop success plans that align with their strategic goals and priorities. Accelerate Retention and Growth Develop and execute strategies that improve customer retention, renewal rates, loyalty, and lifetime value. Proactively identify at-risk customers and lead cross-functional recovery and mitigation plans. Partner with Sales & Service teams to identify opportunities for growth, expansion, and deeper strategic partnerships. Strengthen executive-level relationships with laboratory leaders, healthcare executives, and key stakeholders. Support strategic account planning and customer growth initiatives by providing customer insights, health indicators and value realization outcomes. Deliver Operational Excellence Establish and monitor key customer success metrics, including:Net Promoter Score (NPS) Customer Satisfaction (CSAT) Customer Retention Customer Health Scores Solution Adoption and Utilization Escalation Trends Leverage data and analytics to identify opportunities, uncover risks, improve customer outcomes, and drive continuous improvement. Implement scalable processes, tools, and governance models that improve efficiency, consistency and customer outcomes. Collaborate Across the Organization Partner closely with Sales, Service, Marketing, Supply Chain, R&D, and Finance teams. Align cross-functional teams around customer priorities and business objectives. Influence decisions and investments that improve customer outcomes and strengthen partnerships. Foster a culture of collaboration placing customer success at the center of organizational decision-making. Your expertise 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. Who we are: We are a team of more than 72,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways. How we work: When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual’s potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the world’s most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably. To find out more about Siemens Healthineers businesses, please visit our company page here. The base pay range for this position is: $207,220 - $284,922 Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate. If this is a commission eligible position the commission eligibility will be in accordance with the terms of the Company's plan. Commissions are based on individual performance and/or company performance. The Company offers the following benefits for this position, subject to applicable eligibility requirements: 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. Equal Employment Opportunity Statement: Siemens Healthineers is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protecte