Customer Success Manager - West Coast

Customer Success Manager

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 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.

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.

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.