Customer Success Manager - USA

Rarity Bioscience•Chicago, IL

18h•Remote

About The Position

Rarity Bioscience is hiring a US-based Customer Success Manager for its commercial team. This hybrid-of-responsibilities role combines customer success, sales, and field application support. The manager serves as the primary point of contact for laboratories, researchers, and healthcare professionals, guiding customers from initial engagement and onboarding through long-term adoption and account expansion. The role supports successful implementation and use of the superRCA technology, builds trusted customer relationships, and gathers feedback to inform product development and continuous improvement. The Customer Success Manager works with sales, marketing, technical, product development, and operations teams to deliver customer support, training, application guidance, and business growth. The position is remote within the United States, with a preference for East Coast candidates. It involves regular customer interactions and travel of up to 50%, including domestic and occasional international travel. Travel may extend over weekends.

Requirements

Bachelor's degree in 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.
Analytical and organizational skills, including the ability to manage complex projects.
Excellent communication and interpersonal skills for cross-functional collaboration and customer engagement.
Problem-solving, analytical, and troubleshooting capabilities in real-world laboratory settings, including post-sale customer support.
A results-driven mindset and a track record of successful product launches and lifecycle management.
Familiarity with regulatory and quality standards in life sciences.
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 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, with flexibility for 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 scientific contributions.

Responsibilities

Establish and cultivate relationships with existing and potential clients, understand their needs, recommend relevant solutions, and communicate regularly to support satisfaction.
Maintain strong technical and application expertise and product knowledge, spending significant time in laboratories to resolve customer problems and maintain technical proficiency.
Research potential clients, industries, and markets; prospect and generate leads through networking, online research, cold calling, and other channels.
Lead and manage cross-functional projects, ensuring timely execution, clear communication, and alignment with strategic goals.
Conduct customer demonstrations and beta tests on-site, support customers with post-sale and technical questions, and develop training materials.
Collaborate with the commercial team to develop business strategies and plans, identify emerging trends and market shifts, and monitor competitors.
Provide input to and support the execution of marketing plans and communication activities.
Drive or attend scientific conferences, symposia, trade shows, and industry events, representing Rarity Bioscience products accurately and expanding professional networks.
Monitor academic, clinical, and industry trends, market conditions, and the competitive landscape to identify opportunities and risks.
Coordinate with internal teams, including marketing, product development, and operations, and provide customer feedback to support product and service improvements.