Customer Success Leader

Job Description Summary

GE HealthCare is seeking a hands-on, customer-focused Customer Success Team Lead to guide and support our Imaging Digital Solutions (IDS) Customer Success team. This player/coach role will be responsible for both leading the team and directly engaging with our most critical customers to drive adoption, retention, and expansion.

GE Healthcare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.

Job Description

GE Healthcare is seeking a hands-on, customer-focused Customer Success Team Lead to guide and support our Imaging Digital Solutions (IDS) Customer Success team. This player/coach role will be responsible for both leading the team and directly engaging with our most critical customers to drive adoption, retention, and expansion.

The Imaging Digital Solutions (IDS) portfolio provides cutting-edge software solutions for radiology departments, helping to optimize clinical and operational workflows. The IDS portfolio includes Imaging 360, a comprehensive platform that leverages data-driven insights to enhance imaging efficiency, remote scanning technology and protocol standardization software. All IDS solutions are bundled with Customer Success services to ensure full adoption, engagement, and value realization for our customers.

Key Responsibilities:

• Lead, mentor, and scale the Customer Success team, ensuring best-in-class service delivery and customer experience.
• Personally manage a select portfolio of high-impact customers, serving as their primary strategic advisor and escalation point.
• Act as a strategic advisor and senior escalation point to customers, helping them transform their imaging operations by leveraging IDS solutions while staying informed on industry trends.
• Develop and execute a customer success strategy that drives adoption, retention, and revenue growth across the IDS portfolio.
• Partner cross-functionally with Sales, Product, Marketing, and Services to ensure alignment in customer engagement, success strategies, and building a seamless customer journey.
• Drive operational excellence by implementing data-driven approaches to monitor customer health, identify risks, and proactively address challenges.
• Champion change management by guiding customers in process transformation, SOP development, and workflow optimization with IDS solutions.
• Collaborate with Sales and Product teams to represent customer needs, influence product development, and drive innovation.
• Measure and report on key customer success metrics, including Net Retention Rate (NRR), adoption rates, and customer satisfaction scores.
• Develop and scale best practices, playbooks, and enablement programs to optimize the customer journey.

Qualifications:

• 3+ years of leadership experience in Customer Success, preferably in healthcare B2B technology or SaaS.
• Ability to balance leadership with hands-on customer engagement, including executive-level relationship management.
• Experience leading and scaling a high-performance Customer Success team.
• Demonstrated success in driving customer adoption, retention, and growth through data-driven engagement strategies.
• Entrepreneurial and ownership mindset, with the ability to build and optimize customer success programs from the ground up.
• Ability to navigate complex customer organizations, including working with C-suite executives, administrators, IT, and clinical stakeholders.
• Excellent communication and stakeholder management skills, with the ability to translate technical solutions into business value.
• Proficiency with customer success tools, CRM platforms, and analytics dashboards to monitor customer health and engagement.
• Ability to travel up to 10%.
• Entrepreneurial mindset with a passion for innovation, problem-solving, and continuous improvement.

Preferred Qualifications:

• Strong understanding of healthcare operations, with experience working with imaging, radiology, or hospital IT systems strongly preferred.

At GE HealthCare, we value leaders who act with humility and build trust, lead with transparency, deliver with focus, and drive ownership—always with unyielding integrity. If you are a customer-first, hands-on leader who thrives in a dynamic environment, we invite you to join our team.

We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership – always with unyielding integrity

Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration and support.

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: April 16, 2025