Customer Success Manager

Role overview

Help customers adopt and get sustained value from digital diagnostic products, including AI-enabled tools and a digital pathology image management system. The role combines account management, usage analysis, customer education, and hands-on technical support, with regular coordination across customer stakeholders and internal product, commercial, IT, and development teams.

Responsibilities - Build customer relationships and serve as a primary contact, communicating proactively with customer and internal stakeholders. - Track product usage and engagement, identify risks or improvement opportunities, and share adoption insights through reports and dashboards. - Record customer feedback and advocate for impactful product improvements. - Support renewals and product introductions in partnership with commercial colleagues. - Respond to technical issues, coordinate with customer IT and internal development teams, and participate in an on-call escalation rotation. - Develop training and support resources, such as videos, quick-start guides, and reusable templates.

Requirements - Bachelor’s degree in life sciences, data analytics, computer science, or a related discipline. - At least one year of client-facing experience managing relationships in large, complex organizations, plus internship or co-op experience. - Strong analytical and organizational skills, with the ability to prioritize work in a fast-changing environment. - Experience with data visualization or dashboard tools, such as SQL, Looker, Metabase, or similar. - Confident presentation and communication skills for executive, clinical, project, and technical audiences. - Ability to handle difficult customer situations and explain technical issues and resolutions clearly.

Nice to have

- Experience with SaaS, digital pathology, diagnostics, medical devices, or other technical products. - Interest or experience in AI tools and applying them to improve workflows. - Resourcefulness, scientific curiosity, and comfort learning unfamiliar systems and resolving integration challenges.

Benefits and work setup

- US-based remote position; travel may reach 20%. - Relocation support is not available.