Customer Success Manager
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Job Location:
Wilmington, DE - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
About Us
We are a leading gastrointestinal health company delivering minimally invasive diagnostics to transform access to esophageal care. OurEndoSign testcombines a simple swallowable device with cutting-edge laboratory biomarkers and analytics to detect esophageal cancer and its precursor Barretts esophagus.
Operating across the US and UK life-science hub with hybrid remote and onsite teams we are expanding our pipeline to address new high-impact targets across gastroenterology and related fields. Youll join a close-knit team of experts in our field who collaborate daily to translate breakthrough ideas into real-world solutions.
AtCyted Health every voice matters. Whether youre in R&D Commercialisation Medical Affairs or Operations youll have the chance to lead projects influence strategy and broaden your skill set across the company. We champion diverse backgrounds and perspectives fostering an inclusive culture where everyone can thrive and innovate.
If youre inspired by purpose motivated by challenge and eager to make a meaningful impact on patient lives wed love to hear from you. We usually recruit on a rolling basis:
1. Initial Conversation An online meeting with Maddie a member of our People team to learn about your skills & experiences and for you to explore what it is like to work with us.
2. Line Manager Interview - Anonline meeting with the hiring manager(s) to specifically discuss the role further.
3. Team Interview & Assessment An opportunity to meet the wider team sometimes accompanied by an assessment or presentation on a topic related to the role.
4. Final Interview An online meeting with our CEO to discuss your goals and the companys history and vision.
Operating across the US and UK life-science hub with hybrid remote and onsite teams we are expanding our pipeline to address new high-impact targets across gastroenterology and related fields. Youll join a close-knit team of experts in our field who collaborate daily to translate breakthrough ideas into real-world solutions.
AtCyted Health every voice matters. Whether youre in R&D Commercialisation Medical Affairs or Operations youll have the chance to lead projects influence strategy and broaden your skill set across the company. We champion diverse backgrounds and perspectives fostering an inclusive culture where everyone can thrive and innovate.
If youre inspired by purpose motivated by challenge and eager to make a meaningful impact on patient lives wed love to hear from you. We usually recruit on a rolling basis:
1. Initial Conversation An online meeting with Maddie a member of our People team to learn about your skills & experiences and for you to explore what it is like to work with us.
2. Line Manager Interview - Anonline meeting with the hiring manager(s) to specifically discuss the role further.
3. Team Interview & Assessment An opportunity to meet the wider team sometimes accompanied by an assessment or presentation on a topic related to the role.
4. Final Interview An online meeting with our CEO to discuss your goals and the companys history and vision.
Job Summary
The Customer Success Manager will own end-to-end success for Cyteds US healthcare customers ensuring seamless adoption retention and growth of Cyteds diagnostic solutions. Partnering closely with the VP Commercial (US) and the Sales team this role leads customer onboarding training and ongoing engagement - building trusted relationships with clinicians administrators and operational staff. Acting as a strategic partner the Customer Success Manager will clarify customer objectives define success measures and drive utilisation to deliver clinical and operational value.
As the customers advocate the role proactively monitors account health identifies risks and opportunities and ensures feedback informs Cyteds products and processes. They will triage and resolve customer enquiries coordinating across internal teams to ensure timely and effective issue resolution.
In addition the Customer Success Manager will oversee the operational and administrative backbone of customer delivery including scheduling logistics reporting and CRM management. They will establish Cyteds customer success function from the ground updesigning processes systems and best practices while personally managing key customer accounts. As the business scales they will lay the groundwork for future team growth and leadership ensuring a strong foundation for predictable renewals adoption and customer satisfaction.
As the customers advocate the role proactively monitors account health identifies risks and opportunities and ensures feedback informs Cyteds products and processes. They will triage and resolve customer enquiries coordinating across internal teams to ensure timely and effective issue resolution.
In addition the Customer Success Manager will oversee the operational and administrative backbone of customer delivery including scheduling logistics reporting and CRM management. They will establish Cyteds customer success function from the ground updesigning processes systems and best practices while personally managing key customer accounts. As the business scales they will lay the groundwork for future team growth and leadership ensuring a strong foundation for predictable renewals adoption and customer satisfaction.
Working Pattern and Location
The role is a full-time position with a standard 40 hour working week. The role holder may be required to work flexibly.
The Customer Success Manager will be remote based ideally located on the eastern time zones and may need to visit other company sites when and if required.
The Customer Success Manager will be remote based ideally located on the eastern time zones and may need to visit other company sites when and if required.
What you will be doing
Customer Relationship and Success Management:
- Serve as the primary point of contact for assigned healthcare customers leading end-to-end success for medium-complexity accounts with minimal oversight.
- Build and maintain trusted relationships with clinicians administrators and operational staff to drive satisfaction retention and growth.
- Clarify customer objectives define success measures and develop tailored adoption strategies that align Cyteds diagnostic solutions with clinical and operational goals.
- Oversee onboarding and training of healthcare partners to ensure smooth implementation and sustained usage of Cyteds services.
- Proactively monitor account health through regular check-ins usage analysis and performance reviewsidentifying risks early and taking corrective action.
- Represent the voice of the customer internally ensuring feedback informs product improvements operational processes and strategic planning.
- Act as the first line of support for customer enquiries triaging and resolving issues effectively across technical operational clinical and administrative domains.
- Take ownership of straightforward problems using available documentation and resources to deliver timely resolutions.
- Coordinate with internal teams (e.g. Product Clinical Operations Commercial) to address complex issuesmanaging communication and accountability until closure.
- Maintain clear transparent communication with customers on progress and resolution of open items.
- Record all interactions escalations and outcomes in CRM or ticketing systems to ensure traceability and learning.
- Identify recurring themes and process gaps collaborating with internal teams to improve service delivery and customer experience.
- Establish Cyteds customer success function from the ground up designing the frameworks processes and tools needed to deliver an exceptional customer experience.
- Personally manage a portfolio of high-value accounts ensuring adoption renewals and growth while refining scalable best practices.
- Set clear goals success measures and reporting methods to monitor customer health and performance.
- Build strong cross-functional partnerships across product support operations and commercial teams to ensure seamless delivery and rapid issue resolution.
- Establish and oversee all customer operational workflows including scheduling logistics invoicing reporting and account administration.
- Track and analyse customer performance data to identify adoption trends usage gaps and opportunities for improvement or expansion.
- Lay the groundwork for future team growth by defining structure capabilities and onboarding processes for eventual customer success hires.
- Maintain accountability for customer satisfaction retention and operational efficiency as the function scales.
How we work
At Cyted how we work is just as important as what we deliver. Our values shape how we lead collaborate and serve our partners - and as Customer Success Manager youll bring those values to life every day.
Wecare deeply about the patients clinicians and health systems we this role care means creating experiences that are smooth reliable and grounded in genuine empathy for our customers world. Youll build trust by understanding their challenges anticipating their needs and ensuring every interaction reflects Cyteds commitment to quality and impact.
We expect you toown your portfolio with confidence and accountability. Youll take the lead on customer onboarding training and engagement - driving adoption retention and measurable success. When issues arise youll solve them quickly and transparently keeping customers informed and confident in Cyteds partnership.
Weaim high. Cyted is growing fast and our customer success function is scaling with it. Youll be trusted to define what great looks like - setting high standards for responsiveness service and insight. Curiosity adaptability and a bias for action arent optional here; theyre how we continuously improve.
Youll be expected todive deep understanding not just the what of customer delivery but the why that drives better outcomes. Youll learn the systems processes and operational details that keep customers successful - and use that knowledge to shape scalable solutions as we grow.
We encourage everyone tochallenge and commit. Youll be empowered to question assumptions share ideas and push for better ways to serve our customers. But once a decision is made youll own it fully - operating with clarity alignment and accountability to shared goals.
And most of allwe deliver. Our success depends on this role that means ensuring seamless customer onboarding proactive support and meaningful engagement that drives real clinical and operational value. Youll focus on what matters act with urgency and build lasting partnerships that help Cyted and our customers thrive.
This is how we work at Cyted - and if this sounds like the environment where youll do your best work wed love to speak with you.
Wecare deeply about the patients clinicians and health systems we this role care means creating experiences that are smooth reliable and grounded in genuine empathy for our customers world. Youll build trust by understanding their challenges anticipating their needs and ensuring every interaction reflects Cyteds commitment to quality and impact.
We expect you toown your portfolio with confidence and accountability. Youll take the lead on customer onboarding training and engagement - driving adoption retention and measurable success. When issues arise youll solve them quickly and transparently keeping customers informed and confident in Cyteds partnership.
Weaim high. Cyted is growing fast and our customer success function is scaling with it. Youll be trusted to define what great looks like - setting high standards for responsiveness service and insight. Curiosity adaptability and a bias for action arent optional here; theyre how we continuously improve.
Youll be expected todive deep understanding not just the what of customer delivery but the why that drives better outcomes. Youll learn the systems processes and operational details that keep customers successful - and use that knowledge to shape scalable solutions as we grow.
We encourage everyone tochallenge and commit. Youll be empowered to question assumptions share ideas and push for better ways to serve our customers. But once a decision is made youll own it fully - operating with clarity alignment and accountability to shared goals.
And most of allwe deliver. Our success depends on this role that means ensuring seamless customer onboarding proactive support and meaningful engagement that drives real clinical and operational value. Youll focus on what matters act with urgency and build lasting partnerships that help Cyted and our customers thrive.
This is how we work at Cyted - and if this sounds like the environment where youll do your best work wed love to speak with you.
Person Specification
Were seeking a proactive relationship-driven Customer Success Manager who thrives in fast-moving environments and combines strategic insight with operational excellence. The ideal candidate will have excellent experience managing healthcare or diagnostics partnerships with the empathy communication skills and analytical mindset to ensure Cyteds customers are fully supported and set up for success.
- A bachelors degree in Life Sciences Business Healthcare Administration or a related field
- 1-3 years experience in customer success account management or clinical operations within healthcare diagnostics or health technology
- A proven ability to build and maintain strong relationships with clinical and operational stakeholders both internally and externally
- Excellent communication and presentation skills - you can translate technical or clinical information into clear actionable insights for customers
- Experience onboarding training and supporting customers through complex operational or clinical workflows
- Strong analytical and problem-solving skills with the ability to interpret usage trends feedback and data to drive continuous improvement
- Familiarity with CRM tools and customer success platforms; experience with healthcare data systems is a plus
- Demonstrated success improving customer satisfaction retention and engagement through proactive relationship management
- Exceptional collaboration skills - you know how to partner across teams (commercial operations clinical) and lead with influence clarity and accountability
- A bias for action and ownership. You move quickly take initiative and follow through with care ensuring every customer interaction reflects Cyteds values and commitment to quality
Benefits
At Cyted we believe people do their best work when theyre supported trusted and cared for. We offer a comprehensive and competitive benefits package that reflects our commitment to your wellbeing development and long-term success.
Financial & Retirement Benefits:
Financial & Retirement Benefits:
- 401(k) Safe Harbor Planwith 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 companys medical insurance with company contributions of up to $1000/month
- Access toself-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 $10000/month
- Short-Term Disability (STD): 60% of salary up to $2500/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: $1000 per year for professional development activities relevant to your role
- Regular Company Events: Including summer and holiday parties team socials and more
Required Experience:
Manager
Key Skills
- Bidding
- Business Solutions
- ABAP
- Business Operations
- Business Sales
- Corporate Marketing
About Company
Cyted is on a mission to build a world where disease is prevented rather than treated. We focus on providing innovative diagnostic technologies to drive the earlier detection of disease in the gastrointestinal tract, first focused on oesophageal cancer (and its precursor Barrett’s oes ... View more
