Customer Success Manager – Strategic

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $130k - $170k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

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This company has sponsored H1B visas in the past.

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SOPHiA GENETICS

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2011

🏥 Healthcare

🧬 Biotechnology

⚕️ Healthcare Insurance

Healthcare • Biotechnology • Healthcare Insurance

SOPHiA GENETICS is a leading cloud-native healthcare technology company specializing in data-driven medicine. Their SOPHiA DDM™ Platform integrates multimodal healthcare-omics data, utilizing machine learning to produce actionable insights aimed at improving patient outcomes. The platform is designed for various applications, including oncology, rare and inherited diseases, cardiology, metabolism, and neurology. SOPHiA GENETICS helps healthcare institutions analyze and share digital health data, creating a global network to advance precision medicine. They also offer clinical solutions and products for research use and diagnostics, contributing to advancements in areas like oncology and rare diseases.

📋 Description

• Own the long-term commercial and strategic relationship with a portfolio of strategic clients across the full lifecycle, from onboarding through renewal and expansion. • Act as a trusted partner to lab directors, clinicians, and senior stakeholders. • Lead engagement like a project manager, identify growth opportunities, and turn satisfied clients into advocates. • Lead onboarding, adoption, and value realization plans with clear milestones and success criteria. • Run structured business reviews with client leadership to review outcomes, align priorities, and shape the roadmap. • Coordinate Support, Product, Bioinformatics, Sales, and Marketing resources to deliver client commitments. • Own renewal outcomes and proactively manage risk using usage data and health indicators. • Drive platform usage, new workflows, and additional applications within existing accounts. • Build and execute account plans with utilization and retention targets. • Uncover expansion opportunities through consultative discovery. • Partner with Sales on upsell and cross-sell opportunities, forecasting, and pipeline accuracy. • Build business cases connecting SOPHiA DDM to clients' clinical, operational, and financial goals. • Deliver an exceptional client experience measured through satisfaction, NPS, and long-term loyalty. • Develop advocates for references, case studies, speaking engagements, and advisory boards. • Gather client feedback and influence Product and leadership priorities.

🎯 Requirements

• 7-10+ years in client success, account management, consulting, or project management, ideally in life sciences, healthcare, diagnostics, genomics, or SaaS. • A proven record of improving retention and driving expansion revenue, with measurable results you can speak to. • Strong project and program management skills, with the ability to run multiple complex engagements at once. • Commercial acumen: you are comfortable with renewals, pricing and contract discussions, and building a business case. • Excellent communication and executive presence, with credibility in conversations with scientific, clinical, and operational leaders. • A data-driven mindset, comfortable using usage and health metrics to guide decisions. • Familiarity with genomics, NGS workflows, or bioinformatics is a strong plus. • Fluency in English • Willingness to travel 30-40% to visit clients accross USA and attend industry events.

🏖️ Benefits

• Outstanding Medical (with Telemedicine), Dental, and Vision Plan with 90% employer contributions. • Life and AD&D company provided • Company 4% match 401K contributions • Company-paid short and long-term disability insurance • 20 Days PTO (Increasing to 25 with Tenure), 5 sick days and 14 public holidays recognised • FSA commuter benefits • Supplemental employee insurance options are available for accident, critical Illness, hospital and legal • Voluntary pet, auto and home insurance options • Employer Assistance Program free for all employees

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