Customer Success Manager

About Us We are a leading gastrointestinal health company delivering minimally invasive diagnostics to transform access to esophageal care. Our EndoSign test combines a simple, swallowable device with cutting-edge laboratory biomarkers and analytics to detect esophageal cancer and its precursor, Barrett’s esophagus. Operating across the US and UK life-science hub, with hybrid, remote and onsite teams, we are expanding our pipeline to address new high-impact targets across gastroenterology and related fields. You’ll join a close-knit team of experts in our field who collaborate daily to translate breakthrough ideas into real-world solutions. At Cyted Health , every voice matters. Whether you’re in R&D, Commercialisation, Medical Affairs or Operations, you’ll have the chance to lead projects, influence strategy, and broaden your skill set across the company. We champion diverse backgrounds and perspectives, fostering an inclusive culture where everyone can thrive and innovate. If you’re inspired by purpose, motivated by challenge, and eager to make a meaningful impact on patient lives, we’d love to hear from you. We usually recruit on a rolling basis with the following four stages: Initial Conversation – An online meeting with Maddie, a member of our People team, to learn about your skills & experiences and for you to explore what it is like to work with us. Line Manager Interview – An online meeting with the hiring manager(s) to specifically discuss the role further. Team Interview & Assessment – An onsite opportunity to meet the wider team, sometimes accompanied by an assessment or presentation on a topic related to the role. Final Interview – An online meeting with our CEO to discuss your goals and the company’s history and vision. Job Summary As the Customer Success Manager you will play a hands-on role in setting up and owning end-to-end success for Cyted’s early-stage diagnostics. Partnering closely with the Chief Commercial Officer - US and the Sales team, you will directly lead customer onboarding, training, and ongoing engagement - building trusted relationships with clinicians, administrators, and operational staff. As a highly client and site facing role, you will set the tone for communication with US healthcare customers, ensuring seamless adoption, retention, and growth of Cyted’s medical device. You will be the operational backbone of customer delivery, including scheduling, logistics, reporting, and CRM management. Establishing Cyted’s customer success function from the ground up, you will design processes, systems, and best practices while personally managing key customer accounts. As the business scales, you will lay the groundwork for future team growth and leadership, ensuring a strong foundation for predictable renewals, adoption, and customer satisfaction. Acting as a strategic partner, you will clarify customer objectives, define success measures, and drive utilisation to deliver clinical and operational value. This requires proactive monitoring of account health, identifying risks and opportunities, and ensuring feedback informs Cyted’s products and processes. You will triage and resolve customer enquiries, serving as a key liaison across sales, billing and laboratory teams to ensure timely and effective issue resolution. Working Pattern and Location The role is a full-time position with a standard 40 hour working week. The role holder may be required to work flexibly. The Customer Success Manager - Diagnostics will be remote based, located on the eastern time zones and may need to visit other company sites when and if required. What you will be doing Operational Implementation, Delivery and Team Ownership 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. Customer Relationship and Success Management 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. Issue Management and Continuous Improvement Earn customer confidence as the first line of support for customer enquiries, problem-solving across technical, operational, clinical, and administrative domains. Maintain clear, transparent, and responsive communication with customers throughout issue triage, progress, and resolution. Record all interactions, escalations, and outcomes in CRM or ticketing systems to ensure traceability and learning. How we work At Cyted, how we work matters just as much as what we build. Our values shape how we partner with healthcare providers, support clinicians, and ultimately deliver earlier, better care for patients. As a Customer Success Manager in the US, you’ll bring those values to life through the way you work with customers every day - hands-on, accountable, and deeply invested in outcomes. We care deeply about the patients and clinicians who rely on our diagnostics. For you, care means being close to the detail: making sure sites are set up properly, workflows actually work in real clinical settings, and customers feel supported at every step. You’ll take the time to understand the pressures on healthcare teams and do whatever it takes to remove friction - whether that’s solving a scheduling issue, fixing a process gap, or jumping on a call to unblock a site. This is a role for someone who will own the basics as well as the bigger picture. You won’t just design customer success processes - you’ll run them. You’ll manage onboarding, training, troubleshooting, reporting, and follow-up yourself. You will be happy to execute with any task, if it helps a customer succeed. You’ll build credibility by being reliable, responsive, and willing to get your hands dirty. We aim high , but we’re practical. We’re scaling in a complex, regulated healthcare environment, and we need people who are comfortable operating in that reality. You’ll help establish what great customer success looks like for Cyted in the US - building repeatable processes while staying flexible enough to handle the nuances of each clinical partner. Experience in healthcare, diagnostics, or medical devices will help you navigate regulatory expectations, clinical workflows, and stakeholder dynamics with confidence. You’ll be expected to dive deep into the details. You’ll understand how our diagnostic fits into clinical workflows, how sites operate day to day, and where things can go wrong. You’ll spot issues early, connect the dots across commercial, operations, lab, and product teams, and solve problems rather than passing them along. We encourage you to challenge and then commit . You’ll have a voice in shaping how customer success works at Cyted - what we prioritise, how we engage customers, and how the function grows over time. You’ll question what isn’t working, propose better approaches, and then commit fully once a direction is set. Above all, we deliver . This role is about momentum and follow-through. You’ll be the person customers rely on, the one who closes loops, fixes issues, and ensures adoption actually happens. Every site you support, every problem you resolve, and every relationship you strengthen helps Cyted bring earlier cancer detection to more patients. This is how we work at Cyted. If you’re a hands-on, healthcare-aware Customer Success Manager who takes pride in doing the work, we should talk. Person Specification We’re seeking a proactive, hands-on and relationship-driven Customer Success Manager who thrives in fast-moving environments and combines strategic insight with operational excellence. The ideal candidate will have excellent experience managing healthcare or diagnostics partnerships, with empathy, communication skills, and analytical mindset to ensure Cyted’s customers are fully supported and set up for success. 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 At Cyted, we believe people do their best work when they’re supported, trusted, and cared for. We offer a comprehensive and competitive benefits package that reflects our commitment to your wellbeing, development, and long-term success. Financial & Retirement 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% Automatic enrolment after 2 months Equity Participation : Share grants subject to board approval, giving you a stake in our mission and long-term growth Health & Insurance Coverage: 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 Leave & Time Off: 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 Learning, Development & Culture: 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