[Hiring] Head of Customer Success @Siemens Healthineers

Role Description

Apply now for the position of Senior Director, Head of Customer Success, and you will lead the strategy and execution of our Customer Success team for the Laboratory Solutions business in North America. In this role, 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. Working cross-functionally, you will champion a customer-centric culture, deliver exceptional customer experiences, and help position our company as a trusted partner.

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.

In this role, you will:

• 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.

Qualifications

• 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.

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