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SaaS Customer Success Management Transformation Leader

PhilipsJobsNA Philips

Philips is a leading health tech company, improving people’s health and enabling better outcomes across the health continuum—from healthy living and prevention to diagnosis, treatment, and home care.

Job Title
SaaS Customer Success Management Transformation Leader

Job Description

Effective Tuesday, January 4, 2022, all U.S.-based employees are required to be fully vaccinated against COVID as a condition of employment at Philips. Employees may request a reasonable accommodation. Montana employees are currently excluded from this requirement at this time.

If you are a Colorado resident and this role is a field-based or remote role, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. You may contact 888-367-7223, option 5, for assistance.

Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.

But it’s not just what we do, it’s who we are. We are 80,000, wonderfully unique individuals, with two things in common: An unwavering sense of purpose and a relentless determination to deliver on our customers’ needs. It’s what inspires us to create meaningful solutions – the kind that make a real difference – when it matters most.

The world and our customers’ needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That’s why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.

In this role, you have the opportunity to make life better

Looking at the challenges the world is facing today Philips’ purpose has never been more relevant. So, whatever your role, if you share our passion for helping others, you’ll be working towards creating a better and fairer future for all.

The SaaS Customer Success Management (CSM) Transformation Leader is primarily responsible to lead the vision and strategy development, and implementation of (pilot) customer success management governance (process, people, tools) for Software-as-a-Service (SaaS) solutions at Philips. The key goal is to delight customers with an industry leading continuous engagement experience for SaaS solutions, by (1) driving consistency in approach, standards (e.g. playbooks), and excellence in customer success management for informatics/SaaS solutions, and (2) definition and implementation of a Land, Adopt, Expand and Renew (LAER) experience, in the context of the SaaS business model at Philips.

You are responsible for

  • Own and develop, based on continuous customer feedback and industry learnings, an industry leading vision, roadmap and standards for customer success management, optimized for informatics/SaaS solutions, leading to long term customer loyalty & delight, customer upsells and renewals.
  • Define and execute (iterative) implementation programs for customer success management, per standardized governance for informatics/SaaS solutions (e.g. support organizational setup, establish CSM roles), tooling (e.g. support application pilots), standards (e.g. customer success analytics/KPIs) and processes (e.g. develop playbooks, operationalize LAER), optimized for informatics/SaaS solutions, and across the prioritized markets and businesses.
  • Continuously liaise, align and problem solve with key stakeholders across prioritized markets, businesses and enabling functions, while defining and leading (pilot) implementation programs for customer success management.
  • Closely collaborate with enabling functions to ensure an optimized customer success management process for informatics/SaaS solutions, built into Philips Excellence Process Framework (PEPF) and Philips Business System (PBS).
  • Ensure businesses and markets are equipped appropriately to drive customer success, and operate consistently towards our informatics/SaaS customers. This includes supporting customer engagements as needed.
  • As member of SaaS Factory Go-To-Market leadership team, be a strong ambassador of SaaS Factory and Customer First Innovation at large towards stakeholders (in/outside Philips), and role model venture mentality, i.e. roll up sleeves and do whatever is necessary to get our goals done.

You are part of

The SaaS Customer Success Management Transformation Leader is part of the SaaS Factory Go-To-Market leadership team at Philips and will report to the SaaS Factory Go-To-Market Leader.

SaaS Factory will partner with businesses, markets and functions to accelerate application re-architecting, implement DevOps ways of working, and establish SaaS friendly adaptations to the Philips Excellence Process Framework and Business System. Explicit attention will be given to optimize the customer journey, from first engagement to customer success management, including automation, incentive alignment and Go-to-Market support.

To succeed in this role, you’ll need a customer-first attitude and the following

  • 5+ years of experience in customer engagement strategies & execution, such as CSM and LAER
  • 5+ years of experience in healthcare (provider side strongly preferred)
  • 5+ years of experience in leading and executing on transformations
  • Decisive and bold thinker, and proven ability to take enterprise perspectives
  • Exceptional relationship & stakeholder management and influencing skills
  • Experience with and understanding of the principles of Amazon’s Working Backwards approach
  • Profound knowledge and/or certification of standards, tools and practices such as LAER, TSIA, Gainsight, Financial Force Customer Success Cloud, Agile
  • Results oriented, problem solving skills and business acumen, familiar with continuous improvement techniques or processes (e.g. Daily Management, PRIDE, Kaizen)
  • Ability and willingness to work in a high visibility environment, with venture dynamics, at one of the critical initiatives of Philips’ digital transformation
  • Experience with driving thought leadership and inspiring sales/service delivery organizations
  • Ambition and potential to over time step up to a leadership role in a market or a business
  • Master or Bachelor’s degree in Healthcare, Computer Science, Economics, Business; MBA or (comparable) other advanced business degree strongly preferred

In return, we offer you

At Philips, we are driven by our mission to improve the lives of 2 billion people per year by 2025, and every day we move closer to achieving our goal by creating cutting-edge solutions that lead to confident diagnosis, improved care, and increased quality of life for patients. If you are interested in driving action to improve patients’ lives so they get home healthier and faster and stay there longer, then this position is poised to help you achieve that goal.

Our benefits can be found here: https://www.careers.philips.com/na/en/total-rewards-at-philips .

Why should you join Philips?

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people, every year. Ultimately creating a career that no one could have planned for. Even you.

Visit our careers website to explore what it’s like working at Philips , read stories from our employee blog , find information about our recruitment process and answers to some frequently asked questions .


It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person’s relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans’ Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.
Equal Opportunity Employer/Disabled/Veteran

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SaaS Customer Success Management Transformation Leader

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Philips is a leading health tech company, improving people’s health and enabling better outcomes across the health continuum—from healthy living and prevention to diagnosis, treatment, and home care.

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