Vice President, Customer Lifecycle

Omnicell•Austin, TX

9h•Hybrid

About The Position

Omnicell is seeking a Vice President, Customer Lifecycle Success to lead our end-to-end customer retention and expansion strategy across the portfolio. In this highly visible leadership role, you will champion an integrated lifecycle approach that strengthens customer satisfaction, accelerates adoption, and drives sustainable growth. You will work closely with leaders across Sales, Product, and Growth to ensure customers realize maximum value from Omnicell’s solutions, advancing our mission to transform medication management. What You’ll Do Drive Customer and Business Outcomes Lead strategy and execution of customer renewals, optimization, solutions support, and training and enablement. Ensure alignment with Omnicell’s commercial goals. Own key performance metrics including Customer Health, Customer Experience, Net Revenue Retention, Renewal Forecast Accuracy, Upsell and Cross-sell Conversion Rates, Training Effectiveness, and Time to Adoption. Lead and Develop High-Performing Teams Build a strong leadership bench and foster a culture of collaboration, accountability, and customer centricity. Coach leaders to model Omnicell’s Elevate Behaviors. Build coalitions, inspire through change, develop talent, and drive operational excellence. Strengthen Lifecycle Strategy and Execution Govern lifecycle playbooks and ensure consistent, high-quality execution across regions, segments, and product lines. Design and drive data-driven renewal, retention, and expansion strategies informed by customer insights and business intelligence. Champion customer segmentation, advanced solutions, and value realization frameworks that increase satisfaction and long-term partnership. Advance Customer and Internal Enablement Lead development and delivery of customer and internal training programs. Ensure centralized curriculum design, strong content governance, and adoption of Omnicell’s digital learning platforms. Collaborate to Drive Growth Partner with Sales, Product, and Growth to identify upsell opportunities, streamline handoffs, and improve adoption journeys. Act as a strategic advisor to the Chief Growth Officer on customer lifecycle trends, risks, and opportunities. What You Bring Minimum Qualifications Bachelor’s degree in Business, Industrial Management, or related field. 10 or more years of leadership experience in customer success, commercial operations, or lifecycle strategy. Expertise in commercial operations within MedTech or an equivalent customer success function. Proven success driving retention, renewals, expansion, and customer-centric operational excellence. Strong analytical capability with the ability to translate data into clear insights and strategy. Executive communication, influence, and change leadership skills. AI fluency using modern tools for decision making, content creation, and operational efficiency. Track record of building and developing high-performing teams. Preferred Qualifications Master’s degree in Business or related field. Experience in SaaS, healthcare technology, or enterprise solutions. Formal training or certification in Generative AI. Experience scaling customer success organizations through digital transformation. Expertise in value realization frameworks or advanced analytics. Work Conditions Hybrid work environment with occasional travel to customer sites and corporate offices. Highly collaborative role requiring close partnership with Sales, Product, Delivery, and Growth teams. 90-Day Success Profile First 30 Days Build trusted relationships across Growth, Sales, Product, and Operations. Assess lifecycle framework, renewal processes, training programs, and team structure. Establish visibility into customer health, renewal pipelines, and risks. First 60 Days Deliver a prioritized roadmap to enhance lifecycle execution, training, and advanced solutions support. Implement early improvements in forecasting accuracy and cross-functional handoffs. Begin harmonizing playbooks and best practices across teams. First 90 Days Activate measurable improvements in customer health, renewal predictability, or adoption outcomes. Present a multi-year lifecycle strategy aligned to growth and customer experience goals. Strengthen leadership cohesion and establish clear expectations, KPIs, and operating rhythms.

Requirements

Bachelor’s degree in Business, Industrial Management, or related field.
10 or more years of leadership experience in customer success, commercial operations, or lifecycle strategy.
Expertise in commercial operations within MedTech or an equivalent customer success function.
Proven success driving retention, renewals, expansion, and customer-centric operational excellence.
Strong analytical capability with the ability to translate data into clear insights and strategy.
Executive communication, influence, and change leadership skills.
AI fluency using modern tools for decision making, content creation, and operational efficiency.
Track record of building and developing high-performing teams.

Nice To Haves

Master’s degree in Business or related field.
Experience in SaaS, healthcare technology, or enterprise solutions.
Formal training or certification in Generative AI.
Experience scaling customer success organizations through digital transformation.
Expertise in value realization frameworks or advanced analytics.

Responsibilities

Lead strategy and execution of customer renewals, optimization, solutions support, and training and enablement.
Own key performance metrics including Customer Health, Customer Experience, Net Revenue Retention, Renewal Forecast Accuracy, Upsell and Cross-sell Conversion Rates, Training Effectiveness, and Time to Adoption.
Build a strong leadership bench and foster a culture of collaboration, accountability, and customer centricity.
Coach leaders to model Omnicell’s Elevate Behaviors.
Govern lifecycle playbooks and ensure consistent, high-quality execution across regions, segments, and product lines.
Design and drive data-driven renewal, retention, and expansion strategies informed by customer insights and business intelligence.
Champion customer segmentation, advanced solutions, and value realization frameworks that increase satisfaction and long-term partnership.
Lead development and delivery of customer and internal training programs.
Ensure centralized curriculum design, strong content governance, and adoption of Omnicell’s digital learning platforms.
Partner with Sales, Product, and Growth to identify upsell opportunities, streamline handoffs, and improve adoption journeys.
Act as a strategic advisor to the Chief Growth Officer on customer lifecycle trends, risks, and opportunities.