Senior Manager, Customer Success – Radiopharma

Role Overview

• 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

• 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

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