Director, Customer Success

SOPHiA GENETICS

Director of Customer Success at SOPHiA GENETICS leading the NORAM Customer Success function to drive customer satisfaction and retention in healthcare solutions.

Posted 6/10/2026full-timeBoston • Massachusetts • 🇺🇸 United StatesLead💰 $112,000 - $204,000 per yearWebsite

About the role

Key responsibilities & impact

Lead the regional Customer Success team, ensuring customer satisfaction, revenue retention, and growth
Build trusted relationships across the organization and remove obstacles
Drive product adoption, deliver a positive customer experience, and fuel growth through gross renewals and net retention
Reach or exceed regional revenue targets and maintain a healthy sales pipeline
Coach the team to develop customer loyalty and minimize churn through active listening
Ensure the team surfaces upsell and cross-sell opportunities and engages the relevant sales lead promptly
Drive all HR cycles — goal setting, performance evaluations, individual development plans — and provide coaching and feedback
Analyze regional sales data and present commercial strategy to senior leadership

Requirements

What you’ll need

Advanced degree in Life Sciences, Business, or a related field (PhD and/or MBA are a plus)
8+ years of professional experience in strategic management and consulting; life sciences, diagnostics, or medtech highly desirable
2+ years of people management experience
Complete fluency in the local language with excellent written and oral English; additional languages are a plus
Proven ability to solve complex problems and create engaging presentations that drive change
Self-motivated, positive, and passionate with a strong work ethic
Team-oriented with a multicultural, open mindset
Strong coordination and communication skills, both written and oral
Deep understanding of customer requirements within complex healthcare environments
Strong decision-making ability — weighing pros, cons, and risks to deliver the best outcome for customers and the company

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

strategic managementconsultingdata analysiscustomer relationship managementperformance evaluationgoal settingproblem solvingpresentation skillssales pipeline managementcustomer loyalty development

Soft Skills

customer satisfactionteam leadershipcoachingactive listeningcommunicationself-motivationpositive attitudeteam-orientedmulticultural mindsetdecision-making

Certifications

PhDMBA