[Hiring] Customer Success Manager @SOPHiA GENETICS

Role Description

SOPHiA GENETICS is a leader in data-driven medicine, and our clients (hospitals, clinical labs, and research and biopharma organizations) rely on the SOPHiA DDM platform to advance precision medicine. As a Client Success Manager- Strategic, you own the long-term commercial and strategic relationship with a portfolio of strategic clients across the full lifecycle, from onboarding through renewal and expansion.

This is a strategic, consultative, growth-oriented role. You are not a reactive support function. You will act as a trusted partner to lab directors, clinicians, and senior stakeholders, leading engagement like a project manager, identifying growth opportunities, and turning satisfied clients into vocal advocates for SOPHiA in the industry.

• Own the client lifecycle for our strategic accounts in the USA
• Lead onboarding, adoption, and value realization plans for each client, with clear milestones and success criteria.
• Run structured business reviews with client leadership to review outcomes, align on priorities, and shape the roadmap together.
• Coordinate cross-functional resources (Support, Product, Bioinformatics, Sales, Marketing) to deliver on client commitments.
• Drive retention and utilization
• Own renewal outcomes and proactively manage risk, using usage data and health indicators to act before issues escalate.
• Identify and close adoption gaps by driving platform usage, new workflows, and additional applications within existing accounts.
• Build and execute account plans with defined utilization and retention targets.
• Grow your accounts
• Uncover expansion opportunities (new applications, additional sites, higher volumes, new teams) through consultative discovery.
• Partner with Sales to develop and close upsell and cross-sell opportunities and contribute to forecasting and pipeline accuracy.
• Build business cases that connect SOPHiA DDM to the client's clinical, operational, and financial goals.
• Create champions
• Deliver an exceptional client experience, measured through satisfaction, NPS, and long-term loyalty.
• Develop advocates who will serve as references, case study subjects, speakers, and advisory board members.
• Gather client voice and feed insights back to Product and leadership to influence what we build.

Qualifications

• 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 across 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 recognized.
• 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.