Job Description Summary

Deliver outstanding customer outcomes by leading enterprise level customer success strategies and building a high performing, future ready Customer Success organization. Ensure adoption, retention, and long term value realization across the customer lifecycle while serving as a trusted strategic partner to Sales in navigating complex customer escalations and protecting long term customer relationships within a regulated pharmaceutical diagnostics environment.

Job Description

Role Scope:

Reporting to the Director of Customer Experience, the Senior Manager, Customer Success operates at the intersection of customer experience strategy, operational execution, and talent leadership. The role supports end‑to‑end ownership of post‑sale customer outcomes and is accountable for designing, scaling, and leading the Customer Success function of the future.

This leader acts as a primary escalation partner for Sales, providing high level support in managing customer risk, resolving complex issues, and preserving trust during critical moments. The role serves as a strategic integrator across Sales, Clinical Applications, Supply Chain, Commercial Operations, Finance, Market Access, Product, and Customer Service while ensuring consistent delivery, clinical confidence, ease of doing business, growth and clear accountability.

Expected Outcomes:

• Own end‑to‑end customer success outcomes post‑sale, from go‑live stabilization through ongoing utilization, expansion, and retention.
• Ensure customers achieve full value from diagnostic solutions across clinical, operational, and financial dimensions.
• Refine and evolve the end‑to‑end customer experience map across the Radiopharma customer journey, identifying critical touchpoints and opportunities to improve ease of doing business.
• Establish clear roles, responsibilities, and ownership across customer touchpoints, ensuring alignment and accountability across cross‑functional teams.
• Drive prioritization and execution of top customer experience improvement initiatives, ensuring projects are appropriately scoped, resourced, and progressed in partnership with cross‑functional stakeholders.
• Define and manage customer health indicators including supply reliability, billing accuracy, clinical support effectiveness, and reimbursement experience.
• Use customer data and insights to prioritize team efforts and allocate resources effectively across the customer portfolio.
• Proactively identify at‑risk accounts and lead development of customer success and recovery plans in partnership with Sales and cross‑functional teams.
• Serve as senior escalation lead for complex, cross‑functional customer issues, ensuring clear ownership, timely communication, root‑cause analysis, and preventive action.
• Coordinate and align actions across Clinical Applications, Supply, Commercial Operations, Finance, Market Access, and Customer Service to reduce friction caused by handoffs or silos.
• Maintain customer trust during service disruptions or operational challenges through structured communication and leadership presence.
• Partner with Sales to support adoption growth, expanded use cases, increased volume, and retention initiatives.
• Drive adoption of services, tools, and programs such as standing orders, portals, and clinical education resources.
• Capture and synthesize Voice of the Customer insights and translate them into actionable improvement initiatives.
• Partner with Product, CX, Lean, and Process Excellence teams to influence roadmap, policy, and workflow decisions.
• Define, track, and report key performance indicators including retention, NPS/CSAT, account health, adoption growth, issue resolution time, and post‑go‑live stability.

Critical Experiences Required:

• 7–10+ years of experience in Customer Success, Account Management, or Customer Experience, including people‑management responsibility.
• Experience in healthcare, life sciences, diagnostics, or similarly regulated industries.
• Proven ability to manage complex, enterprise‑level customer relationships.
• Strong cross‑functional leadership and influence skills without direct authority.
• Experience designing operating models, frameworks, and customer health methodologies.
• Track record of developing talent through coaching, feedback, and performance management.
• Data‑driven decision making with strong business and financial acumen.
• Excellent verbal and written communication skills, including executive‑level stakeholder engagement.
• High level of organizational agility with the ability to balance strategic planning and day‑to‑day execution.
• Proficiency with CRM platforms, reporting tools, and customer experience measurement systems.

We will not sponsor individuals for employment visas, now or in the future, for this job opening.

For U.S. based positions only, the pay range for this position is $118,400.00-$177,600.00 Annual. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location. In addition, this position may also be eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). GE HealthCare offers a competitive benefits package, including not but limited to medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, and tuition reimbursement.

Additional Information

While GE HealthCare does not currently require U.S. employees to be vaccinated against COVID-19, some GE HealthCare customers have vaccination mandates that may apply to certain GE HealthCare employees.

Application Deadline: May 20, 2026