Customer Success Manager - West Coast

About the role

Field‑based Customer Success Manager covering the Western United States, with a preference for candidates based in California (or already living in the territory; relocation welcome). Role involves working from a home office and traveling approximately 30‑40% across the territory for customer meetings, conferences and events. Start date: ASAP. Contract: Permanent.

Responsibilities

• Own and develop customer relationships across the Western United States, focusing on expansion and saturation of existing business.
• Take a predominantly proactive approach (~75% proactive relationship development and account expansion, ~25% reactive customer support and operational account management).
• Expand adoption and value within existing accounts by identifying opportunities to increase usage and introduce additional applications.
• Build trusted, proactive relationships by listening to customers, understanding their future needs, and connecting those 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 emphasis from reactive management toward strategic growth.

Requirements

• Around 5 years of experience in customer success, account management, commercial account development, or a closely related role.
• Experience within health technology, laboratories, hospitals, medical devices, life sciences, or a comparable scientific or healthcare environment.
• Track record of proactively developing customer relationships and identifying opportunities to expand adoption, usage, or solutions within existing accounts.
• Experience navigating complex stakeholder groups within hospitals, laboratories, or similar customer environments.
• Experience partnering with sales teams to develop accounts and support commercial growth.

Benefits

• Join an organization that puts the patient at the heart of every decision and action, driven by purpose while pursuing exponential growth.
• Business recognition and accolades include: World's most innovative companies (Top 10), World's smartest companies (Top 50), 100 Best Places to Work in Boston, Top 10 European Tech Startup, Top 10 European biotechs startup to watch, Top 25 East‑Coast Biotech to watch.
• Our DNA: Relentlessly Curious; Resilient & Nimble; Fearlessly Adventurous.
• Our Virtues: We Decide; We Do; We Collaborate; We Innovate; We Empower; We Adapt; We Learn; with the central Mantra “We Care”.
• Comprehensive benefits package (varies internationally in line with local standards and laws).