Customer Success Manager - West Coast

Phia LLC; Northern (KY); Hybrid; USD 90,000 - 130,000; Full time

Job summary

SOPHiA GENETICS North America is seeking a Customer Success Manager to strengthen relationships with health system customers and expand adoption of the SOPHiA DDM Platform. This field-based role covers the Western United States, with California preferred, involving 30-40% travel.

You will work from a home office and travel to meetings, conferences, and events. You will partner with sales, manage complex stakeholder networks, and shift focus from reactive support to strategic growth to improve

Qualifications

• Approximately 5 years of customer success or account management experience in health tech or related healthcare environments.
• Experience in health technology, laboratories, hospitals, medical devices, or life sciences.
• Track record of proactively developing relationships and expanding adoption within existing accounts.
• Experience navigating complex stakeholder groups in hospital or laboratory settings.
• Experience partnering with sales teams to drive commercial growth.

Responsibilities

• Develop and expand relationships across the Western US to grow existing business.
• Collaborate with sales to deliver a coordinated customer experience and drive adoption.
• Proactively identify opportunities to increase usage and add applications.
• Balance proactive relationship development (about 75%) with responsive support (about 25%).

Skills

Customer success

Account management

Sales collaboration

Stakeholder management

Healthcare IT

Job description

Do you bring customer success or account management experience in health technology, laboratories, hospitals, medical devices, or a related scientific environment? Are you skilled at building proactive customer relationships that uncover opportunities to expand adoption and value?

If this sounds like you and you are driven by purpose, join the SOPHiA GENETICS North America team as a Customer Success Manager and enable us to make a positive impact on the outcomes for cancer and rare disease patients worldwide.

This is a field based role, working within the roles territory. You will spend you time working from home-office, or travelling across your territory for customer meeting, conferences and events.

In most instances, we look for individuals already living in-territory, but welcome those actively relocating to the area.

For this opportunity, the territory covers the Western United States, with a preference for candidates based in the California area. You can expect approximately 30-40% travel across the territory.

Our mission

We believe there is a smarter, more data-driven way to make decisions in healthcare and our cloud-native AI powered SOPHiA DDM Platform makes that vision a reality on a daily basis. You will have direct input to our mission to democratize data-driven medicine for the ultimate benefit of cancer and rare disease patients across the globe.

Your mission

You will own and develop customer relationships across the Western United States, focusing on the expansion and saturation of our existing business. Working closely with sales colleagues, you will take a predominantly proactive approach—approximately 75% proactive relationship development and account expansion, alongside 25% reactive customer support and operational account management.

The value you bring

• Expand adoption and value within existing customer accounts by identifying opportunities to increase usage and introduce additional applications.
• Build trusted, proactive relationships by listening closely to customers, understanding what comes next for them, and connecting their needs to relevant opportunities.
• Develop a clear view of stakeholders and opportunities within complex hospital, laboratory, and healthcare environments.
• Partner closely with sales colleagues, including through customer meetings and field ride-alongs, to deliver a coordinated customer experience.
• Maintain strong account support while shifting the emphasis from reactive account management toward strategic growth.

We know that every background is different, but to be best set for success, we see you bringing:

• Around 5 years of experience in customer success, account management, commercial account development, or a closely related role.
• Experience within health technology, laboratories, hospitals, medical devices, life sciences, or a comparable scientific or healthcare environment.
• A track record of proactively developing customer relationships and identifying opportunities to expand adoption, usage, or solutions within existing accounts.
• Experience navigating complex stakeholder groups within hospitals, laboratories, or similar customer environments.
• Experience partnering with sales teams to develop accounts and support commercial growth.

You will be joining an organization with the patient at the heart of every decision and action, driven by purpose as we pursue exponential growth.

Business recognition and accolades include:

• World's most innovative companies (Top 10)
• World's smartest companies (Top 50)
• 100 Best Places to Work in Boston
• Top 10 European Tech Startup
• Top 10 European biotechs startup to watch
• Top 25 East-Coast Biotech to watch

Our benefits package is comprehensive, but varies internationally in-line with local standards and laws. You can discuss a full breakdown with us.

Our DNA

Like the strands of DNA itself, SOPHiA GENETICS and the team are deeply interconnected and reliant on each other to deliver. There are common threads across the team. Things that bind us together. Those things are Relentless Curious; Resilient & Nimble and Fearlessly Adventurous

Our Virtues

At SOPHiA GENETICS we established our 7 Virtues to clarify how our principles show up each day through action. We Decide; We Do; We Collaborate; We Innovate; We Empower; We Adapt and We Learn.

At the centre of our Virtues is our Mantra, We Care, which provides a constant reminder of the compassionate, benevolent, and hopeful nature of our mission and how it should be threaded through each of our Virtues and everything we do. Learn more about our DNA and Virtues on our Careers portal

The Process

We use the power of AI to help our partners make decisions. If you’re utilising AI in your search and application process, why not use some of these prompts, or read our AI guide.

'What impact can I expect to have on the world by working at SOPHiA GENETICS?'

'I have an interview with SOPHiA GENETICS. What should I know before I meet with them?'

'I am a *job title* - What can SOPHiA GENETICS offer my career?'

Suitably qualified candidates will be invited through an interview and screening process where you will speak with members of our Talent Acquisition Team, the hiring leader alongside key colleagues and stakeholders from across the business.If you need additional support for accessibility, please contact our TA team for assistance.

If you need additional support or accommodations for accessibility, please contact our TA team for assistance on [e-mail].

We appreciate the value external partners can bring, but we operate a direct-hiring model and we are not looking to utilize agency support at this time. All hiring is controlled by Talent Acquisition, potential partners should liaise through TA and not our hiring teams please.

Starting Date: ASAP

Location: Field-Based. US West Coast, California preference.

Contract: Permanent