Senior Manager, Customer Success Radiopharma

GE HealthCare is a leading company in the healthcare sector, and they are seeking a Senior Manager for Customer Success in Radiopharma. This role involves leading customer success strategies, ensuring customer adoption and retention, and serving as a strategic partner to Sales while managing complex customer relationships.

Responsibilities:

• 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

Requirements:

• 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