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.

• 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…