Cyted Health

Customer Success Manager – Diagnostics

Cyted Health

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $100,000 - $130,000 per year

About the role

  • Build Cyted’s customer success function end-to-end, designing customer-focused, regulatory-aware frameworks, processes, and tools to support healthcare providers using medical device and diagnostics solutions.
  • Own delivery of high-value clients, ensuring adoption, renewals, and growth through responsive, problem-solving account ownership and scalable best practices.
  • Set clear goals, success measures, and reporting methods to monitor customer health and performance.
  • Lead collaborative, cross-functional partnerships with product, support, operations, and commercial teams to ensure seamless delivery and rapid issue resolution.
  • Establish and oversee all customer operational workflows and account administration, ensuring accuracy, consistency, and regulatory compliance.
  • Track and analyse customer performance data to identify adoption trends, usage gaps, and opportunities for improvement or expansion.
  • Create the groundwork for future team growth by defining smooth and scalable structure, capabilities, and onboarding processes.
  • Maintain end-to-end accountability for customer satisfaction, retention, and operational efficiency as the function scales in a resilient healthcare environment.
  • Proactively monitor account health through regular check-ins, usage analysis, and performance reviews - proactively identifying risks early and taking corrective action.
  • Act as the primary point of contact for healthcare customers, leading end-to-end success with minimal oversight and high ownership.
  • Build and maintain relationship-driven, trusted partnerships with clinicians, administrators, and operational teams to drive satisfaction, retention, and growth.
  • Represent the voice of the customer internally, ensuring feedback informs product improvements, operational processes, and strategic planning.
  • Maintain clear, transparent, and responsive communication with customers throughout issue triage, progress, and resolution.

Requirements

  • Bachelor’s degree in Life Sciences, Healthcare, Business, or a related field (preferred, but not essential with relevant experience)
  • 3–5 years’ experience in a customer-facing role such as customer success, account management, operations, or support
  • Experience working in healthcare, diagnostics, or medical technology environments
  • Proven ability to triage, manage, and escalate customer issues in a structured, professional, and timely manner
  • Excellent communication and interpersonal skills, with confidence engaging clinicians, administrators, and operational teams
  • Strong organisational and time-management skills, able to manage multiple customers, workflows, and priorities simultaneously
  • Hands-on, practical problem-solving approach, comfortable resolving routine issues independently and escalating when appropriate
  • Understanding of healthcare operational workflows, including onboarding, training, scheduling, and customer support processes
  • Experience using CRM, ticketing, or reporting tools to track customer interactions, issues, and outcomes
  • Customer-first mindset with a proactive, solution-oriented approach to driving adoption and satisfaction
  • Adaptable and self-directed, comfortable working in a fast-paced, remote-first environment
  • Collaborative team player, able to work effectively across commercial, operations, laboratory, and product teams
  • Resilient and dependable, able to stay calm and effective in regulated, high-stakes healthcare settings
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%
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successaccount managementoperationsproblem-solvingcustomer supportonboardingtrainingschedulingreportingdata analysis
Soft Skills
communicationinterpersonal skillsorganizational skillstime-managementadaptabilitycollaborationresilienceproactive mindsettrust-buildingissue triage