Senior Director, Customer Success

Thank you for your interest in working for our Company. Recruiting the right talent is crucial to our goals. On April 1, 2024, 3M Healthcare underwent a corporate spin-off leading to the creation of a new company named Solventum. We are still in the process of updating our Careers Page and applicant documents, which currently have 3M branding. Please bear with us. In the interim, our Privacy Policy here: https://www.solventum.com/en-us/home/legal/website-privacy-statement/applicant-privacy/ continues to apply to any personal information you submit, and the 3M-branded positions listed on our Careers Page are for Solventum positions. As it was with 3M, at Solventum all qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Job Description:

3M Health Care is now Solventum

At Solventum, we enable better, smarter, safer healthcare to improve lives. As a new company with a long legacy of creating breakthrough solutions for our customers’ toughest challenges, we pioneer game-changing innovations at the intersection of health, material and data science that change patients' lives for the better while enabling healthcare professionals to perform at their best. Because people, and their wellbeing, are at the heart of every scientific advancement we pursue.

We partner closely with the brightest minds in healthcare to ensure that every solution we create melds the latest technology with compassion and empathy. Because at Solventum, we never stop solving for you.

The Impact You’ll Make in this Role
As the Sr. Director of Customer Success, you will serve as a voice of our customers, equip our commercial organization for profitable growth and champion a customer centric culture.  
Specifically, you will be responsible for developing the strategy, building and commercializing our Customer Success function, and playing a pivotal role in shaping the future of our customer engagement strategy. You will collaborate closely with cross-functional teams, to ensure a seamless and exceptional customer journey and experience. Your strategic vision and leadership will drive the development of innovative customer success initiatives that enhance customer acquisition, satisfaction, retention, and growth. By fostering strong partnerships with key stakeholders, you will help create a customer-centric culture that prioritizes the success and satisfaction of our customers.  You will transform our commercial approach by helping our customers achieve their desired outcomes through their relationship with Solventum.

Key attributes include a transformative mindset, effective relationship management, organizational agility, strong commercial acumen, and a solid foundation in data-driven decision-making. Central to this role is the development and commercialization of a Customer Success team and platform capable of generating comprehensive customer health scores at the portfolio/product/customer level.

Build & Lead Customer Success Strategy & Function

• Foster a cultural shift towards customer centricity across Enterprise Functions, and customer interactions.

• Enhance organizational effectiveness through a scalable, business-agnostic CS strategy.

• Monitor and analyze upsell, downsell, and churn metrics at the product level to improve Gross Renewal Rate (GRR) and Net Retention Rate (NRR).

• Drive the organizational design for the CS function, along with operational readiness, and effective execution.

• Recruit talented leaders, build a Customer Success team and foster continuous learning.

• Develop Customer Success Scorecard

• Define critical metrics encompassing clinical, experiential, financial, contractual, and operational dimensions.

• Create a multi-variate algorithm to establish customer health scores at both product and hospital levels.

• Capture automated retention and expansion financials impacted by the CS program.

• Architect, Build, and Commercialize Customer Success platform.

• Evaluate build-versus-buy options and design a scalable platform.

• Develop automated, high-response survey with user-friendly UI and reporting.

• Develop an automated system to integrate survey data, customer insights, sales/marketing/ financial information from platforms such as SFDC, SAP, etc.

• Aggregate product health scores to macro levels (e.g., product category, customer, region, operating unit, portfolio, (GPO/IDN) for comprehensive insights.

• Support the commercial organization to drive CS adoption across MedSurg Americas

• Promote CS awareness and educate MedSurg stakeholders on experienced value.

• Strategize and execute CS commercialization plans across the Americas and customer segments.

• Embed retention, expansion, and improved forecasting practices within profit centers and commercial strategies.

• Collaborate with marketing leaders to inform portfolio/product roadmaps and market development efforts based on survey insights.

Skills and Expertise 

To set you up for success in this role from day one, Solventum requires (at a minimum) the following qualifications:

• Bachelor’s Degree or higher  (completed and verified prior to start) and 12 years of experience in MedTech, focusing on sales, marketing (strategy, commercialization, product management), and program management.

• 4 years’ experience leading a healthcare customer success function.

Additional qualifications that could help you succeed even further in this role include:

• Bachelor’s degree with preference for a healthcare-related field; MBA preferred.

• Proven leadership in cultural transformation, vision articulation, and team development

• Expertise in establishing and scaling business functions.

• Strong understanding of clinical value drivers across care areas.

• Customer empathy coupled with a passion for commercial innovation.

• Outstanding communication and presentation skills.

Work location: Remote

Travel: May include up to 30%

Relocation Assistance: May be authorized

Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).

Supporting Your Well-being 

Solventum offers many programs to help you live your best life – both physically and financially. To ensure competitive pay and benefits, Solventum regularly benchmarks with other companies that are comparable in size and scope. 

Applicable to US Applicants Only:The expected compensation range for this position is $259,007 - $316,564, which includes base pay plus variable incentive pay, if eligible. This range represents a good faith estimate for this position. The specific compensation offered to a candidate may vary based on factors including, but not limited to, the candidate’s relevant knowledge, training, skills, work location, and/or experience. In addition, this position may be eligible for a range of benefits (e.g., Medical, Dental & Vision, Health Savings Accounts, Health Care & Dependent Care Flexible Spending Accounts, Disability Benefits, Life Insurance, Voluntary Benefits, Paid Absences and Retirement Benefits, etc.). Additional information is available at: https://www.solventum.com/en-us/home/our-company/careers/#Total-Rewards

Responsibilities of this position include that corporate policies, procedures and security standards are complied with while performing assigned duties.

Solventum is committed to maintaining the highest standards of integrity and professionalism in our recruitment process.  Applicants must remain alert to fraudulent job postings and recruitment schemes that falsely claim to represent Solventum and seek to exploit job seekers.

Please note that all email communications from Solventum regarding job opportunities with the company will be from an email with a domain of @solventum.com. Be wary of unsolicited emails or messages regarding Solventum job opportunities from emails with other email domains.

Solventum is an equal opportunity employer.  Solventum  will not discriminate against any applicant for employment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.

Please note: your application may not be considered if you do not provide your education and work history, either by: 1) uploading a resume, or 2) entering the information into the application fields directly.

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