Customer Success Manager

October 28

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Cyted Health

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We are redefining digestive health by pioneering non-endoscopic diagnostics, enabling early detection of diseases and access to care for everyone, everywhere.

51 - 200 employees

📋 Description

• 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 Cyted’s diagnostic solutions with clinical and operational goals • Oversee onboarding and training of healthcare partners to ensure smooth implementation and sustained usage of Cyted’s services • Proactively monitor account health through regular check-ins, usage analysis, and performance reviews—identifying 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 • Coordinate with internal teams (e.g. Product, Clinical, Operations, Commercial) to address complex issues—managing communication and accountability until closure • Maintain clear, transparent communication with customers on progress and resolution of open items • Establish Cyted’s customer success function from the ground up, designing the frameworks, processes, and tools needed to deliver an exceptional customer experience • Track and analyse customer performance data to identify adoption trends, usage gaps, and opportunities for improvement or expansion • Maintain accountability for customer satisfaction, retention, and operational efficiency as the function scales

🎯 Requirements

• A bachelor’s 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 • Experience onboarding, training, and supporting customers through complex operational or clinical workflows • Strong analytical and problem-solving skills • 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 • A bias for action and ownership

🏖️ 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 • Share grants subject to board approval • 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 • 6 weeks fully paid primary caregiver leave • 2 weeks fully paid secondary caregiver leave • 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