Senior Manager, Customer Success – Radiopharma

GE HealthCare

. Deliver outstanding customer outcomes by leading enterprise level customer success strategies and building a high performing, future ready Customer Success organization.

Posted 5/16/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $118,400 - $177,600 per yearWebsite

About the role

Key responsibilities & impact

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.
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

What you’ll need

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.

Benefits

Comp & perks

medical
dental
vision
paid time off
a 401(k) plan with employee and company contribution opportunities
life
disability
accident insurance
tuition reimbursement

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer success strategiescustomer health methodologiesdata-driven decision makingperformance managementoperating modelscustomer experience measurementaccount managementcomplex customer relationshipsretention initiativesgo-live stabilization

Soft Skills

cross-functional leadershipinfluence skillscoachingfeedbackorganizational agilitystrategic planningcommunication skillsexecutive-level engagementproblem-solvingrelationship management