Senior Manager, Customer Success Radiopharma

📋 Description

• • Lead enterprise-level customer success strategies to ensure adoption, retention, and long-term value realization of radiopharmaceutical diagnostic solutions across the entire customer lifecycle.
• • Own end-to-end post-sale customer outcomes from go-live stabilization through utilization, expansion, and retention, ensuring consistent delivery of clinical, operational, and financial value.
• • Design and evolve the end-to-end customer experience map for the radiopharma customer journey, identifying critical touchpoints and opportunities to improve ease of doing business.
• • Establish clear roles, responsibilities, and ownership across cross-functional teams including Sales, Clinical Applications, Supply Chain, Commercial Operations, Finance, Market Access, Product, and Customer Service.
• • Drive prioritization and execution of top customer experience improvement initiatives with appropriate scoping, resourcing, and alignment across 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, allocate resources effectively, and direct strategic initiatives across the customer portfolio.
• • Proactively identify at-risk accounts and lead the development of customer success and recovery plans in partnership with Sales and cross-functional teams.
• • Serve as the senior escalation lead for complex, cross-functional customer issues, ensuring timely communication, root-cause analysis, and preventive actions.
• • Coordinate actions across Clinical Applications, Supply, Commercial Operations, Finance, Market Access, and Customer Service to reduce friction from handoffs and organizational silos.
• • Maintain customer trust during service disruptions or operational challenges through structured communication and visible leadership presence.
• • Partner with Sales to drive adoption growth, expanded use cases, increased volume, and retention through strategic alignment and joint planning.
• • Promote adoption of key services, tools, and programs including standing orders, customer portals, and clinical education resources.
• • Capture, synthesize, and translate Voice of the Customer insights into actionable product, process, and service improvement initiatives.
• • Collaborate with Product, Customer Experience, Lean, and Process Excellence teams to influence roadmap, policy, and workflow decisions based on customer feedback and operational needs.
• • Define, track, and report key performance indicators including customer retention, NPS/CSAT, account health scores, adoption growth, issue resolution time, and post-go-live stability metrics.
• • Build and lead a high-performing, future-ready Customer Success organization through coaching, performance management, and talent development.
• • Operate at the intersection of customer experience strategy, operational execution, and talent leadership while reporting to the Director of Customer Experience.
• • Act as a trusted strategic partner to Sales in navigating complex customer escalations and protecting long-term relationships within a regulated pharmaceutical diagnostics environment.
• • Ensure compliance with industry regulations and maintain alignment with internal policies governing diagnostics and radiopharmaceutical customer interactions.