Head Of Customer Success (Sales)

Roche North Ryde, New South Wales, Australia
Join or sign in to find your next jobJoin to apply for the Head of Customer Success (Sales) role at Roche Roche North Ryde, New South Wales, Australia
Join to apply for the Head of Customer Success (Sales) role at Roche Get AI-powered advice on this job and more exclusive features.
At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.
The Position
A healthier future. It is what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That is what makes us Roche.
Reporting to the General Manager, Roche Diagnostics Australia (RDA) is looking for a Head of Customer Success. This senior leadership role is responsible for driving RDA's commercial strategy, customer engagement and long-term business success. This role is directly accountable for revenue growth, commercial execution and delivering a world-class customer experience.
As a key member of the RDA Leadership Team, this position leads the development and execution of sales, marketing and customer success strategies, ensuring alignment with Roche Diagnostic's global vision and local market needs. As a suitable candidate for this role- you are a strategic thinker, a strong commercial leader and a customer champion who can shape the future of RDA's customer relationships, partnerships and market position. You will play a pivotal role in embedding a customer-first mindset, fostering a high-performance culture and ensuring that Roche remains agile, competitive and forward-thinking in the evolving Australian healthcare landscape.
Key responsibilities include:
Commercial Strategy & Business Growth
Own and drive commercial strategy, ensuring alignment with Roche's 1000-day strategy and overarching business goalsLead and oversee revenue growth, achieving or exceeding annual sales and profitability targetsEnsure strong commercial execution, overseeing the go-to-market strategy for both existing and new solutionsLeverage market insights and data-driven decision-making to optimize business performance and customer engagement
Customer Engagement & Experience
Champion a world-class customer experience, ensuring a Net Promoter Score (NPS) of >70Build and sustain strategic customer relationships, strengthening Roche's reputation and long-term market positionEnhance customer success programs, ensuring a seamless customer journey across all touchpointsDevelop customer-centric initiatives, fostering trust, loyalty and partnership-driven success
Leadership & Organizational Development
Lead, develop, and inspire a high-performing team, fostering a culture of accountability, innovation and excellenceEmpower teams with autonomy and clear decision-making authority, driving agility and operational efficiencyChampion cross-functional collaboration, ensuring seamless alignment across commercial, medical and marketing teamsFoster inclusivity and diversity, leading by example and promoting a culture of shared success
Market Influence & Strategic Partnerships
Build and strengthen key external relationships, including healthcare providers, policymakers and industry stakeholdersDrive Roche's industry influence, positioning the company as a thought leader in customer success and commercial innovationShape the evolving healthcare ecosystem, ensuring Roche's solutions remain relevant, accessible and impactful
Governance & Compliance
Ensure adherence to corporate governance and ethical standards, fostering a safe, compliant and values-driven workplaceMonitor industry trends, competitor activity, and policy shifts, ensuring Roche remains agile and proactive in response to market dynamics
Who You Are:
Over 10 years of senior leadership experience in commercial strategy, customer success, sales and/or business development, preferably within healthcare, diagnostics or medical devicesProven track record in customer engagement, commercial execution, and revenue growthExpertise in healthcare market dynamics, competitive strategy and go-to-market executionStrong experience in leading teams in a matrix environment, aligning global strategies with local market needs and driving large-scale initiativesDemonstrated ability to influence external stakeholders, drive strategic partnerships and lead industry discussionsStrong and effective communicator who can challenge the status quo.Able to influence, manage and make sound recommendations to all stakeholders, internal and external.A seasoned strategic leader who develops the team to perform at their best
This role is only open to candidates that have full eligibility to live and work in Australia.
We do not accept any unsolicited resumes or enquiries from recruitment agencies. Roche has a dedicated in-house Talent Acquisition team.
What we offer
Roche offers rewarding growth opportunities and a collaborative culture where people are united in purpose and will stretch you to be brave, speak up and think differently. Feel empowered to deliver meaningful outcomes, supported by accessible and inspiring leaders.
Roche encourages a high-performance culture where you are empowered and trusted to make decisions. We strive for excellence and extraordinary results and take a genuine interest in our people and their well-being, and our patients. Our work gives people more time to be with the ones they love. Take pride in knowing you can make a difference to millions of patients worldwide in developing diagnostics and treatments for Infectious Disease, Cardiovascular Metabolic, Oncology, Neurology, Immunology and Ophthalmology.
We care about you - as a whole person. That's why we place your individual health, and professional growth at the very heart of what we do. Your well-being is one of our top priority, because when you're thriving, we all succeed. We offer access to mental health awareness and wellness initiatives that cater to your unique needs - because we understand that well-being is personal.
We are committed to providing an inclusive, safe, secure and healthy workplace, and to minimise any such impacts to our employees, customers and the community. We welcome applications from all people and encourage you to advise of any individual circumstances or workplace adjustment that may require consideration.
Who we are
A healthier future drives us to innovate. Together, more than 100'000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.
Let's build a healthier future, together.
Roche is an Equal Opportunity Employer. Seniority levelSeniority levelExecutiveEmployment typeEmployment typeFull-timeJob functionJob functionSales, Marketing, and Product ManagementIndustriesPharmaceutical Manufacturing, Biotechnology Research, and Medical Equipment ManufacturingReferrals increase your chances of interviewing at Roche by 2x
Sign in to set job alerts for "Head of Customer Success" roles.Sydney, New South Wales, Australia 6 days ago
Head of Customer Success | AI Portfolio CompanySydney, New South Wales, Australia 1 day ago
Sydney, New South Wales, Australia 2 weeks ago
Director - Operations Transformation - Public SectorSydney, New South Wales, Australia 2 weeks ago
Director - Relationship Manager (Australia Tier 1 Banks And Financial Institutions)Sydney, New South Wales, Australia 3 weeks ago
Sydney, New South Wales, Australia 4 days ago
Director - Relationship Manager (Australia Tier 1 Banks and Financial Institutions)Millers Point, New South Wales, Australia 3 days ago
Sydney, New South Wales, Australia 2 weeks ago
Sydney, New South Wales, Australia 2 months ago
Sales Director - Digital Transformation / Data and AnalyticsSydney, New South Wales, Australia 6 hours ago
Senior Sales Director - Service / Consulting Sales - Data, Analytics and Cloud Solutions $200-220K ++ baseSydney, New South Wales, Australia 1 month ago
Sydney, New South Wales, Australia 4 days ago
Sydney, New South Wales, Australia A$150,000.00-A$250,000.00 2 days ago
Sales Director - DXC Practice for MicrosoftSydney, New South Wales, Australia 2 weeks ago
Sydney, New South Wales, Australia 2 weeks ago
Sydney, New South Wales, Australia 2 weeks ago
Sydney, New South Wales, Australia 5 days ago
Sydney, New South Wales, Australia 2 weeks ago
Sydney, New South Wales, Australia 3 weeks ago
Sydney, New South Wales, Australia 3 weeks ago
Sydney, New South Wales, Australia 2 weeks ago
Macquarie Park, New South Wales, Australia 2 weeks ago
We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

#J-18808-Ljbffr