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

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. 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. 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. 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. Our culture: We are part of an incredible community of scientists, clinicians, developers, researchers, professionals, and skilled specialists pushing the boundaries of what’s possible, to improve people’s lives around the world. We embrace a culture of inclusivity in which the power and potential of every individual can be unleashed. We spark ideas that lead to positive impact and continued success. The base pay range for this position is: $207,220 - $284,922 Benefits: medical insurance dental insurance vision insurance 401(k) retirement plan life insurance long‑term disability insurance 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 Affordative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, colour, 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 protected by federal, state or local law. EEO is the Law: Applicants and employees are protected under Federal law from discrimination. Reasonable Accommodations: If you require a reasonable accommodation in completing a job application, interviewing, completing any pre‑employment testing, or otherwise participating in the employee selection process. If you’re unable to complete the form, you can reach out to our HR People Connect People Contact Center for support at View email address on click.appcast.io. Please note HR People Connect People Contact Center will not have visibility of your application or interview status. California Privacy Notice: California residents have the right to receive additional notices about their personal information. Export Control: A successful candidate must be able to work with controlled technology in accordance with US export control law. “It is Siemens Healthineers’ policy to comply fully and completely with all United States export control laws and regulations, including those implemented by the Department of Commerce through the Export Administration Regulations (EAR), by the Department of State through the International Traffic in Arms Regulations (ITAR), and by the Treasury Department through the Office of Foreign Assets Control (OFAC) sanctions regulations.” Data Privacy: We care about your data privacy and take compliance with GDPR as well as other data protection legislation seriously. For this reason, we ask you not to send us your CV or resume by email. We ask instead that you create a profile in our talent community where you can upload your CV. Setting up a profile lets us know you are interested in career opportunities with us and makes it easy for us to send you an alert when relevant positions become open. #J-18808-Ljbffr 469g Siemens Healthcare Diagnostics Inc.