Head of Customer Success, Laboratory Solutions

Siemens Healthineers

. Lead the strategy and execution of the Customer Success team for the Laboratory Solutions business in North America.

Posted 9/23/2026full-timeRemote • United StatesLead💰 $207,220 - $284,922 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading Customer Success strategies and teams, focusing on customer loyalty, retention, and measurable business outcomes. Proficient in leveraging data analytics to drive continuous improvement and optimize customer engagement throughout their lifecycle.

Highest-signal resume keywords

Customer Success LeadershipData-Driven Decision-MakingCustomer Relationship ManagementStrategic Partnership DevelopmentHealthcare Industry Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success StrategyCustomer Engagement ModelsCustomer Success MetricsLaboratory OperationsBusiness AcumenChange ManagementProcess ImprovementData AnalyticsCustomer Health ScoresSolution Adoption

Soft Skills

Emotional IntelligenceResilienceInfluencing SkillsTeam DevelopmentRelationship Building

Certifications & Qualifications

Bachelor's DegreeAdvanced Degree Preferred

Industry Keywords

Healthcare ServicesDiagnosticsHealthcare TechnologyMedical DevicesLife SciencesCommercial Excellence

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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