Customer Success Manager

Do you have previous experience in account management and customer success? Have you supported customers through their lifecycle internationally? Do you want to join a brand new team during a period of organizational growth?
We have a bold mission to enable our partners to unlock the power of data-driven decisions and in turn, make a positive impact on the outcomes for cancer and rare disease patients worldwide. As part of our Global Sales Team, we are hiring a new CSM to support customers across North America.
This opportunity can be hybrid (3 days onsite) at to our corporate office in Boston (MA) or remote.
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
Reporting to the Managing Director of Sales in NORAM, you will be responsible for developing deep relationships with our existing customer base and supporting their ongoing usage of our products and solutions.
The value you bring

• Proactive engagement and relationship building with existing customers to support day-to-day utilisation.
• Collaborate internally with colleagues in technical teams and supply chain to ensure our customers have their products when they need it, and their problems are solved swiftly.
• Identify opportunities to upsell or cross-sell across product lines and solutions, and partner with Sales to drive account expansion.
• Full contract management including renewal, changes and tender.

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

• 3+ Years of experience in Sales and Account Management.
• Industry experience within Software / SaaS platforms, Diagnostics or Life Sciences are an advantage but not essential.
• You will know the full account management lifecycle including contract management, renewal and tender.
• Ideally you will have worked with customer groups internationally before.

Benefits
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, but as a brief overview:
US:
Outstanding Medical, Dental & Vision with 90% Employer Contribution
Company matched 401K at 4%
Company-paid short & long-term disability insurance
FSA commuter benefits
20 Days PTO, increasing to 25 with tenure; 5 Days Sick and 14 Public Holidays
Free EAP
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 utilizing 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?'
Apply now with your CV and any supporting information.
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.
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: Boston (3x week onsite) or Remote
Contract: Permanent
MA Pay Range: $71,250 - $143,750
Disclaimer: The estimated pay range represents a good faith estimate of what the Company expects to pay a successful applicant for the listed position and applies specifically to candidates based in Massachusetts. Due to various factors, the estimated pay range may vary in other locations. Should the level or location of the role change during the hiring process, the applicable base range may be updated accordingly. Compensation decisions are dependent on several factors including, but not limited to, an individual's qualifications, job related skills, years of experience, location, relevant education or training, internal equity, and alignment with market data. The range does not include benefits, and if applicable, bonus, commission, or equity.