Customer Service Manager - Diagnostics

Cyted Health•Wilmington, DE

36d•Remote

About The Position

This year is pivotal for Cyted’s medical device and diagnostic test. We are looking for an experienced Customer service Manager who knows what good looks like and is motivated to build it. Partnering closely with the Chief Commercial Officer and the Sales team, you will directly establish and carry out customer onboarding, training, and ongoing engagement, building trusted relationships with clinicians, administrators, and operational staff. As our first boots on the ground in this role, you will set the tone for communication with US healthcare customers, ensuring seamless adoption, retention, and growth of Cyted’s medical device. As the Customer Service Manager, you will play a hands-on role in setting up and owning end-to-end service for Cyted’s early-stage diagnostics. You will form the operational backbone of customer delivery, including scheduling, logistics, reporting, and CRM management. Establishing Cyted’s customer service function from the ground up, you will design processes, systems, and best practices while personally managing key customer accounts. Acting as a strategic partner whilst the business scales, you will lay the groundwork for a future team to grow beneath you, ensuring a strong foundation for predictable renewals, adoption, and customer satisfaction. You will clarify customer objectives, define service measures, and drive utilisation to deliver clinical and operational value. This requires proactive monitoring of account health, identifying risks and opportunities, and ensuring feedback informs Cyted’s products and processes. You will triage and resolve customer enquiries, serving as a key liaison across sales, billing and laboratory teams to ensure timely and effective issue resolution.

Requirements

5+ years’ experience in a customer-facing role (customer service, account management, operations, or support)
Experience managing triage and escalation of healthcare customer issues in a structured way
A bachelor’s degree in Life Sciences, Healthcare, Business, or a related field (desirable, not essential if relevant experience is proven)
Experience in healthcare, diagnostics, or medical technology
Ability to build strong relationships with clinicians, operational staff, administrators and other key stakeholders
A builders approach to creating new processes that drive efficiency
Comprehensive understanding of operational workflows, scheduling, and customer service processes
Customer-first mindset, with a proactive, empathetic and solution-oriented approach
Adaptable ability to work independently in a fast-paced, remote-first environment
Collaborative skills to comfortably work cross-functionally across geographies
Motivation to improving healthcare outcomes and contributing to Cyted’s mission

Responsibilities

Build Cyted’s customer service function end-to-end, designing customer-focused, regulatory-aware frameworks, processes, and tools to support healthcare providers.
Own delivery of high-value clinical clients, ensuring adoption, renewals, and growth through responsive, problem-solving account ownership and scalable best practices.
Set clear goals, service measures, and reporting methods to monitor customer health and performance.
Lead collaborative, cross-functional partnerships with product, support, operations, and commercial teams to ensure seamless delivery and rapid issue resolution.
Establish and oversee all customer operational workflows and account administration, ensuring accuracy, consistency, and regulatory compliance.
Track and analyse customer performance data to identify adoption trends, usage gaps, and opportunities for improvement.
Create the groundwork for future team growth by defining smooth and scalable structure, capabilities, and onboarding processes.
Maintain end-to-end accountability for customer satisfaction, retention, and operational efficiency as the function scales in a resilient healthcare environment.
Proactively monitor account health through regular check-ins, usage analysis, and performance reviews -identifying risks early and taking corrective action.
Act as the primary point of contact for healthcare customers, leading end-to-end service with minimal oversight and high ownership.
Build and maintain relationship-driven, trusted partnerships with clinicians, administrators, and operational teams to drive satisfaction, retention, and growth.
Represent the voice of the customer internally, ensuring feedback informs product improvements, operational processes, and strategic planning.
Earn customer confidence as the first line of support for customer enquiries, problem-solving across technical, operational, clinical, and administrative domains.
Maintain clear, transparent, and responsive communication with customers throughout issue triage, progress, and resolution.
Record all interactions, escalations, and outcomes in CRM or ticketing systems to ensure traceability and learning.

Benefits

401(k) Safe Harbor Plan with employer match:
Dollar-for-dollar match on the first 1%
50 cents on the dollar up to 6%
Automatic enrolment after 2 months
Equity Participation: Share grants subject to board approval, giving you a stake in our mission and long-term growth
Access to the company's medical insurance with company contributions of up to $1000/month
Access to self-pay vision and dental insurance options
Life Insurance: 3x your annual base earnings, employer-paid
Long-Term Disability (LTD): 60% of base salary up to $10,000/month,
Short-Term Disability (STD): 60% of salary up to $2,500/week for up to 13 weeks
Employee Assistance Program (EAP): Full access to our EAP platform including courses and resources to support your wellbeing
20 vacation days per year
8 sick days
8 paid holidays
6 weeks fully paid primary caregiver leave
2 weeks fully paid secondary caregiver leave
Holiday Purchase Scheme: Buy up to 5 extra vacation days per year
Annual CPD Allowance: $1,000 per year for professional development activities relevant to your role
Regular Company Events: Including summer and holiday parties, team socials, and more