Customer Success Manager

Help customers adopt and get sustained value from digital diagnostic products, including AI-enabled tools and a digital pathology image management system. The role combines account management, usage analysis, customer education, and hands-on technical support, with regular coordination across customer stakeholders and internal product, commercial, IT, and development teams.

• Build customer relationships and serve as a primary contact, communicating proactively with customer and internal stakeholders.
• Track product usage and engagement, identify risks or improvement opportunities, and share adoption insights through reports and dashboards.
• Record customer feedback and advocate for impactful product improvements.
• Support renewals and product introductions in partnership with commercial colleagues.
• Respond to technical issues, coordinate with customer IT and internal development teams, and participate in an on-call escalation rotation.
• Develop training and support resources, such as videos, quick-start guides, and reusable templates.

• Bachelor's degree in life sciences, data analytics, computer science, or a related discipline.
• At least one year of client-facing experience managing relationships in large, complex organizations, plus internship or co-op experience.
• Strong analytical and organizational skills, with the ability to prioritize work in a fast-changing environment.
• Experience with data visualization or dashboard tools, such as SQL, Looker, Metabase, or similar.
• Confident presentation and communication skills for executive, clinical, project, and technical audiences.
• Ability to handle difficult customer situations and explain technical issues and resolutions clearly.

• Experience with SaaS, digital pathology, diagnostics, medical devices, or other technical products.
• Interest or experience in AI tools and applying them to improve workflows.
• Resourcefulness, scientific curiosity, and comfort learning unfamiliar systems and resolving integration challenges.

• US-based remote position; travel may reach 20%.
• Relocation support is not available.