Head of Customer Success, Laboratory Solutions

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the strategy and implementation of the Customer Success team for the Laboratory Solutions division in North America.

• Enhance customer loyalty, satisfaction, advocacy, retention, renewal rates, and the value of long-term partnerships.

• Foster customer adoption, utilization, and achievement of desired business outcomes.

• Minimize customer risk, preventable escalations, and attrition.

• Build and nurture a high-performing Customer Success team.

• Design and implement a comprehensive Customer Success strategy that aligns with business objectives and customer requirements.

• Develop scalable customer engagement models that support customers throughout their journey.

• Manage strategic customer partnerships to maximize value, retention, and growth.

• Act as the customer advocate and translate insights into quantifiable business enhancements.

• Influence product development, service improvements, process enhancements, and key business decisions.

• Collaborate with Sales and Marketing on customer success narratives, testimonials, and advocacy initiatives.

• Assist customers in optimizing laboratory performance, workflow efficiency, quality outcomes, and operational effectiveness.

• Support executive business reviews and formulate customer success plans.

• Identify at-risk customers and spearhead cross-functional recovery and mitigation strategies.

• Work alongside Sales and Service teams on growth, expansion, and strategic alliances.

• Establish and track customer success metrics such as NPS, CSAT, customer retention, health scores, solution adoption and utilization, and escalation trends.

• Utilize data and analytics to uncover opportunities, identify risks, enhance outcomes, and promote continuous improvement.

• Implement scalable processes, tools, and governance frameworks.

• Collaborate with teams in Sales, Service, Marketing, Supply Chain, R&D, and Finance.

• Align cross-functional teams with customer priorities and organizational goals.

⛳️ Requirements

• Bachelor's degree is required; an advanced degree is preferred.

• 8+ years of leadership experience in Customer Success, Customer Experience, Healthcare Services, Laboratory Operations, Commercial Excellence, or a related discipline.

• Background in the diagnostics, healthcare technology, medical devices, or life sciences sectors.

• Demonstrated success in leading customer-focused teams and achieving measurable improvements in customer loyalty, retention, and growth.

• Experience in 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 skills.

• Well-developed resilience and emotional intelligence, with the ability to manage challenging conversations and establish trusted relationships.

• Proven capability to lead through change, develop talent, and create high-performing teams.

• Ability to work with regulated technology in compliance with US export control laws.

🏝️ 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