[Hiring] Customer Success Manager @Cyted

Job Summary

The Customer Success Manager will own end-to-end success for Cyted’s US healthcare customers, ensuring seamless adoption, retention, and growth of Cyted’s diagnostic solutions. Partnering closely with the VP Commercial (US) and the Sales team, this role leads customer onboarding, training, and ongoing engagement—building trusted relationships with clinicians, administrators, and operational staff. Acting as a strategic partner, the Customer Success Manager will clarify customer objectives, define success measures, and drive utilisation to deliver clinical and operational value.

As the customer’s advocate, the role proactively monitors account health, identifies risks and opportunities, and ensures feedback informs Cyted’s products and processes. They will triage and resolve customer enquiries, coordinating across internal teams to ensure timely and effective issue resolution.

In addition, the Customer Success Manager will oversee the operational and administrative backbone of customer delivery, including scheduling, logistics, reporting, and CRM management. They will establish Cyted’s customer success function from the ground up—designing processes, systems, and best practices while personally managing key customer accounts. As the business scales, they will lay the groundwork for future team growth and leadership, ensuring a strong foundation for predictable renewals, adoption, and customer satisfaction.

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 will be remote based, ideally located on the eastern time zones, and may need to visit other company sites when and if required.

What you will be doing

Customer Relationship and Success Management:

• 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, using available documentation and resources to deliver timely resolutions.
• 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.
• Record all interactions, escalations, and outcomes in CRM or ticketing systems to ensure traceability and learning.
• Identify recurring themes and process gaps, collaborating with internal teams to improve service delivery and customer experience.

• Establish Cyted’s customer success function from the ground up, designing the frameworks, processes, and tools needed to deliver an exceptional customer experience.
• Personally manage a portfolio of high-value accounts, ensuring adoption, renewals, and growth while refining scalable best practices.
• Set clear goals, success measures, and reporting methods to monitor customer health and performance.
• Build strong cross-functional partnerships across product, support, operations, and commercial teams to ensure seamless delivery and rapid issue resolution.
• Establish and oversee all customer operational workflows, including scheduling, logistics, invoicing, reporting, and account administration.
• Track and analyse customer performance data to identify adoption trends, usage gaps, and opportunities for improvement or expansion.
• Lay the groundwork for future team growth by defining structure, capabilities, and onboarding processes for eventual customer success hires.
• Maintain accountability for customer satisfaction, retention, and operational efficiency as the function scales.

How we work

At Cyted, how we work is just as important as what we deliver. Our values shape how we lead, collaborate, and serve our partners - and as Customer Success Manager, you’ll bring those values to life every day.

We care deeply about the patients, clinicians, and health systems we support. In this role, care means creating experiences that are smooth, reliable, and grounded in genuine empathy for our customers’ world. You’ll build trust by understanding their challenges, anticipating their needs, and ensuring every interaction reflects Cyted’s commitment to quality and impact.

We expect you to own your portfolio with confidence and accountability. You’ll take the lead on customer onboarding, training, and engagement - driving adoption, retention, and measurable success. When issues arise, you’ll solve them quickly and transparently, keeping customers informed and confident in Cyted’s partnership.

We aim high. Cyted is growing fast, and our customer success function is scaling with it. You’ll be trusted to define what great looks like - setting high standards for responsiveness, service, and insight. Curiosity, adaptability, and a bias for action aren’t optional here; they’re how we continuously improve.

You’ll be expected to dive deep, understanding not just the “what” of customer delivery but the “why” that drives better outcomes. You’ll learn the systems, processes, and operational details that keep customers successful - and use that knowledge to shape scalable solutions as we grow.

We encourage everyone to challenge and commit. You’ll be empowered to question assumptions, share ideas, and push for better ways to serve our customers. But once a decision is made, you’ll own it fully - operating with clarity, alignment, and accountability to shared goals.

And most of all, we deliver. Our success depends on execution. In this role, that means ensuring seamless customer onboarding, proactive support, and meaningful engagement that drives real clinical and operational value. You’ll focus on what matters, act with urgency, and build lasting partnerships that help Cyted and our customers thrive.

This is how we work at Cyted - and if this sounds like the environment where you’ll do your best work, we’d love to speak with you.

Person Specification

We’re seeking a proactive, 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 the empathy, communication skills, and analytical mindset to ensure Cyted’s customers are fully supported and set up for success.

• 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 - you can translate technical or clinical information into clear, actionable insights for customers
• Experience onboarding, training, and supporting customers through complex operational or clinical workflows
• Strong analytical and problem-solving skills, with the ability to interpret usage trends, feedback, and data to drive continuous improvement
• 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 - you know how to partner across teams (commercial, operations, clinical) and lead with influence, clarity, and accountability
• A bias for action and ownership. You move quickly, take initiative, and follow through with care, ensuring every customer interaction reflects Cyted’s values and commitment to quality

Benefits

At Cyted, we believe people do their best work when they’re 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:

• 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
• Equity Participation: Share grants subject to board approval, giving you a stake in our mission and long-term growth

• 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
• 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: $1,000 per year for professional development activities relevant to your role
• Regular Company Events: Including summer and holiday parties, team socials, and more