Customer Success Manager - Diagnostics

Cyted Health•Wilmington, DE

8d•Remote

About The Position

As the Customer Success Manager you will play a hands-on role in setting up and owning end-to-end success for Cyted’s early-stage diagnostics. Partnering closely with the Chief Commercial Officer - US and the Sales team, you will directly lead customer onboarding, training, and ongoing engagement - building trusted relationships with clinicians, administrators, and operational staff. As a highly client and site facing role, you will set the tone for communication with US healthcare customers, ensuring seamless adoption, retention, and growth of Cyted’s medical device. You will be the operational backbone of customer delivery, including scheduling, logistics, reporting, and CRM management. Establishing Cyted’s customer success function from the ground up, you will design processes, systems, and best practices while personally managing key customer accounts. As the business scales, you will lay the groundwork for future team growth and leadership, ensuring a strong foundation for predictable renewals, adoption, and customer satisfaction. Acting as a strategic partner, you will clarify customer objectives, define success 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

Bachelor’s degree in Life Sciences, Healthcare, Business, or a related field (preferred, but not essential with relevant experience).
3–5 years’ experience in a customer-facing role such as customer success, account management, operations, or support.
Experience working in healthcare, diagnostics, or medical technology environments.
Proven ability to triage, manage, and escalate customer issues in a structured, professional, and timely manner.
Excellent communication and interpersonal skills, with confidence engaging clinicians, administrators, and operational teams.
Strong organisational and time-management skills, able to manage multiple customers, workflows, and priorities simultaneously.
Hands-on, practical problem-solving approach, comfortable resolving routine issues independently and escalating when appropriate.
Understanding of healthcare operational workflows, including onboarding, training, scheduling, and customer support processes.
Experience using CRM, ticketing, or reporting tools to track customer interactions, issues, and outcomes.
Customer-first mindset with a proactive, solution-oriented approach to driving adoption and satisfaction.
Adaptable and self-directed, comfortable working in a fast-paced, remote-first environment.
Collaborative team player, able to work effectively across commercial, operations, laboratory, and product teams.
Resilient and dependable, able to stay calm and effective in regulated, high-stakes healthcare settings.

Responsibilities

Build Cyted’s customer success function end-to-end, designing customer-focused, regulatory-aware frameworks, processes, and tools to support healthcare providers using medical device and diagnostics solutions.
Own delivery of high-value clients, ensuring adoption, renewals, and growth through responsive, problem-solving account ownership and scalable best practices.
Set clear goals, success 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 or expansion.
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 - proactively identifying risks early and taking corrective action.
Act as the primary point of contact for healthcare customers, leading end-to-end success 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
Parental Leave:
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