Head of Customer Success, Laboratory Solutions

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

📋 Description

• Develop and implement a comprehensive Customer Success strategy that aligns with both business goals and customer needs.

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

• Establish scalable customer engagement models that support clients throughout their lifecycle.

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

• Act as the representative voice of the customer within the organization.

• Utilize customer insights to guide product development, service enhancements, process improvements, and business strategies.

• Collaborate with Sales and Marketing on customer success stories, references, and advocacy initiatives.

• Ensure customers derive measurable value from solutions, enhancing laboratory performance, workflow efficiency, quality outcomes, and operational effectiveness.

• Assist with executive business reviews and create customer success plans.

• Enhance retention, renewal rates, customer loyalty, and lifetime value.

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

• Collaborate with Sales and Service teams to drive growth, expansion, and strategic partnerships.

• Set and track customer success metrics, including NPS, CSAT, retention, health scores, adoption, utilization, and escalation trends.

• Leverage data and analytics to uncover opportunities and risks, fostering continuous improvements.

• Implement scalable processes, tools, and governance frameworks.

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

⛳️ Requirements

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

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

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

• Proven track record of 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.

• Resilience and emotional intelligence, with the capability to navigate challenging conversations and foster trusted relationships.

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

• Ability to work with controlled 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