Customer Success Manager - USA

Rarity Bioscience • Chicago, MI

6h • Remote

About The Position

Rarity Bioscience is seeking a Customer Success Manager to join its commercial team as the company expands in the United States. This role combines customer success, sales, and field application responsibilities, supporting customers remotely and on-site throughout their use of the company’s products and superRCA technology. The Customer Success Manager serves as a primary customer contact, guiding laboratories, researchers, and healthcare professionals from initial engagement and onboarding through long-term adoption and account expansion. The position works closely with sales, marketing, technical, product development, and operations teams to deliver customer support and training, help customers realize product value, and provide feedback for product refinement and continuous improvement.

The position is remote and US-based, with a preference for East Coast candidates. It involves regular customer interactions, significant laboratory work to maintain technical proficiency and resolve customer issues, and frequent travel of up to 50%, including domestic and occasional international travel. Travel may extend over weekends. The role also supports business development, product launches and lifecycle management, marketing activities, and representation of Rarity Bioscience at scientific conferences and industry events.

Requirements

• Bachelor’s degree in a life science.
• At least 5 years of work experience in customer success, field applications, account management, or technical support in the life science or diagnostics sector.
• Good analytical and organizational skills, including the ability to manage complex projects.
• Excellent communication and interpersonal skills for customer engagement and cross-functional collaboration.
• Problem-solving, analytical, and troubleshooting capabilities in real-world laboratory settings to support customers post-sale.
• A results-driven mindset and a track record of successful product launches and lifecycle management.
• Familiarity with regulatory and quality standards in the life sciences field.
• Strong project management skills, including prioritizing tasks, meeting deadlines, and managing multiple projects simultaneously.
• Ability to adapt to a fast-paced and evolving environment.
• Self-motivation, goal orientation, and a demonstrated track record of meeting or exceeding targets.
• Ability to work independently and as part of a team, with strong time-management and organizational skills.
• Willingness and ability to travel up to 50% of the time, including domestic and occasional international trips, and flexibility to accommodate travel that may extend over weekends.
• Ability to think divergently, question traditional methods, processes, and products, and build on others’ ideas.

Nice To Haves

• Master’s degree.
• PhD or equivalent expertise in translational medicine, genetics, or genomics, demonstrated through academic training, industry experience, or a strong record of scientific contributions in these fields.

Responsibilities

• Build and maintain relationships with existing and potential clients, understand their business needs, provide relevant solutions, and communicate regularly to support customer satisfaction.
• Maintain strong technical, application, and product expertise, spending significant time in laboratories to troubleshoot customer-related problems and sustain technical proficiency.
• Identify and pursue new business opportunities through market research, prospecting, lead generation, networking, online research, and cold calling.
• Lead and manage cross-functional projects, ensuring timely execution, clear communication, and alignment with strategic goals.
• Conduct customer demonstrations and beta tests on-site, provide post-sale and technical support, and develop training materials.
• Collaborate with the commercial team to develop business strategies and plans, identify emerging trends and market shifts, and monitor competitor activity.
• Provide input to and support execution of marketing plans and communications activities.
• Drive or attend scientific conferences, symposia, trade shows, and industry events, accurately representing Rarity Bioscience products and expanding knowledge and professional networks, including with key opinion leaders.
• Stay current on academic, clinical, and industry trends, market conditions, and the competitive landscape to identify opportunities and risks.
• Coordinate with internal marketing, product development, operations, and other teams to align efforts with company goals.
• Share customer feedback to help refine products and services.

Benefits

• Opportunity to make a meaningful impact in a fast-growing company at the forefront of molecular diagnostics.
• Collaborative and supportive culture that values innovation, teamwork, and shared success.
• Opportunity to contribute, grow, and help shape the future of the company.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level