Head of Customer Success, Laboratory Solutions

Siemens Healthineers

. Define and execute a comprehensive Customer Success strategy aligned with business priorities and customer needs .

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 developing and executing Customer Success strategies that enhance customer value and retention. Proven ability to lead high-performing teams, leverage data analytics for continuous improvement, and build strategic partnerships across various stakeholders.

Highest-signal resume keywords

Customer Success Strategy DevelopmentLeadership in Customer-Focused TeamsData-Driven Decision-MakingCustomer Relationship ManagementHealthcare Industry Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success MetricsNPSCSATData AnalyticsProcess ImprovementLaboratory OperationsStrategic PartnershipsCustomer Engagement ModelsOperational EffectivenessGrowth and Expansion Strategies

Soft Skills

Emotional IntelligenceResilienceStrategic ThinkingInfluencing Executive StakeholdersBuilding Trusted Relationships

Certifications & Qualifications

Bachelor's DegreeAdvanced Degree Preferred

Industry Keywords

Healthcare ServicesDiagnosticsHealthcare TechnologyMedical DevicesLife SciencesCommercial Excellence

About the role

Key responsibilities & impact

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 supporting customers throughout their lifecycle
Own strategic customer partnerships and maximize customer value, retention, and growth
Serve as the voice of the customer across the organization
Leverage 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 solutions and 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 teams on growth, expansion, and strategic partnerships
Establish and monitor customer success metrics including NPS, CSAT, retention, health scores, adoption, utilization, and escalation trends
Use data and analytics to identify opportunities and risks and drive continuous improvement
Implement scalable processes, tools, and governance models
Collaborate with Sales, Service, Marketing, Supply Chain, R&D, and Finance teams

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
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