Customer Success Manager Diagnostics
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Job Location:
Wilmington, DE - USA
Monthly Salary:
Not Disclosed
Posted on:
2 days ago
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 test combines 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 with the following four stages:
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 with the following four stages:
- 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.
- Line Manager InterviewAnonline meeting with the hiring manager(s) to specifically discuss the role further.
- Team Interview & Assessment An onsite opportunity to meet the wider team sometimes accompanied by an assessment or presentation on a topic related to the role.
- Final Interview An online meeting with our CEO to discuss your goals and the companys history and vision.
Job Summary
As the Customer Success Manager you will play a hands-on role in setting up and owning end-to-end success for Cyteds 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 Cyteds medical device.
You will be the operational backbone of customer delivery including scheduling logistics reporting and CRM management. Establishing Cyteds 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 Cyteds 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.
You will be the operational backbone of customer delivery including scheduling logistics reporting and CRM management. Establishing Cyteds 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 Cyteds 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.
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 - Diagnostics will be remote based located on the eastern time zones and may need to visit other company sites when and if required.
The Customer Success Manager - Diagnostics will be remote based located on the eastern time zones and may need to visit other company sites when and if required.
What you will be doing
Operational Implementation Delivery and Team Ownership
Customer Relationship and Success Management
Issue Management and Continuous Improvement
- Build Cyteds 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.
Customer Relationship and Success Management
- 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.
Issue Management and Continuous Improvement
- 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.
How we work
At Cyted how we work matters just as much as what we build. Our values shape how we partner with healthcare providers support clinicians and ultimately deliver earlier better care for patients. As a Customer Success Manager in the US youll bring those values to life through the way you work with customers every day - hands-on accountable and deeply invested in outcomes.
We care deeply about the patients and clinicians who rely on our diagnostics. For you care means being close to the detail: making sure sites are set up properly workflows actually work in real clinical settings and customers feel supported at every step. Youll take the time to understand the pressures on healthcare teams and do whatever it takes to remove friction - whether thats solving a scheduling issue fixing a process gap or jumping on a call to unblock a site.
This is a role for someone who will own the basics as well as the bigger picture. You wont just design customer success processes - youll run them. Youll manage onboarding training troubleshooting reporting and follow-up yourself. You will be happy to execute with any task if it helps a customer succeed. Youll build credibility by being reliable responsive and willing to get your hands dirty.
Weaim high but were practical. Were scaling in a complex regulated healthcare environment and we need people who are comfortable operating in that reality. Youll help establish what great customer success looks like for Cyted in the US - building repeatable processes while staying flexible enough to handle the nuances of each clinical partner. Experience in healthcare diagnostics or medical devices will help you navigate regulatory expectations clinical workflows and stakeholder dynamics with confidence.
Youll be expected to dive deep into the details. Youll understand how our diagnostic fits into clinical workflows how sites operate day to day and where things can go wrong. Youll spot issues early connect the dots across commercial operations lab and product teams and solve problems rather than passing them along.
We encourage you to challengeand then commit. Youll have a voice in shaping how customer success works at Cyted - what we prioritise how we engage customers and how the function grows over time. Youll question what isnt working propose better approaches and then commit fully once a direction is set.
Above all wedeliver. This role is about momentum and follow-through. Youll be the person customers rely on the one who closes loops fixes issues and ensures adoption actually happens. Every site you support every problem you resolve and every relationship you strengthen helps Cyted bring earlier cancer detection to more patients.
This is how we work at Cyted. If youre a hands-on healthcare-aware Customer Success Manager who takes pride in doing the work we should talk.
We care deeply about the patients and clinicians who rely on our diagnostics. For you care means being close to the detail: making sure sites are set up properly workflows actually work in real clinical settings and customers feel supported at every step. Youll take the time to understand the pressures on healthcare teams and do whatever it takes to remove friction - whether thats solving a scheduling issue fixing a process gap or jumping on a call to unblock a site.
This is a role for someone who will own the basics as well as the bigger picture. You wont just design customer success processes - youll run them. Youll manage onboarding training troubleshooting reporting and follow-up yourself. You will be happy to execute with any task if it helps a customer succeed. Youll build credibility by being reliable responsive and willing to get your hands dirty.
Weaim high but were practical. Were scaling in a complex regulated healthcare environment and we need people who are comfortable operating in that reality. Youll help establish what great customer success looks like for Cyted in the US - building repeatable processes while staying flexible enough to handle the nuances of each clinical partner. Experience in healthcare diagnostics or medical devices will help you navigate regulatory expectations clinical workflows and stakeholder dynamics with confidence.
Youll be expected to dive deep into the details. Youll understand how our diagnostic fits into clinical workflows how sites operate day to day and where things can go wrong. Youll spot issues early connect the dots across commercial operations lab and product teams and solve problems rather than passing them along.
We encourage you to challengeand then commit. Youll have a voice in shaping how customer success works at Cyted - what we prioritise how we engage customers and how the function grows over time. Youll question what isnt working propose better approaches and then commit fully once a direction is set.
Above all wedeliver. This role is about momentum and follow-through. Youll be the person customers rely on the one who closes loops fixes issues and ensures adoption actually happens. Every site you support every problem you resolve and every relationship you strengthen helps Cyted bring earlier cancer detection to more patients.
This is how we work at Cyted. If youre a hands-on healthcare-aware Customer Success Manager who takes pride in doing the work we should talk.
Person Specification
Were seeking a proactive hands-on and 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 empathy communication skills and analytical mindset to ensure Cyteds customers are fully supported and set up for success.
- Bachelors degree in Life Sciences Healthcare Business or a related field (preferred but not essential with relevant experience).
- 35 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.
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 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 $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
