Director, Customer Success
About the role
Join our team to lead our NORAM Customer Success function, delivering exceptional customer experiences while achieving retention, growth, and revenue targets across a portfolio of cutting-edge genomic solutions. This opportunity can be remote or based out of our corporate office in Boston (MA).
Our Mission
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 every day.
Your Mission
The Director, Customer Success holds a critical leadership role within the SOPHiA GENETICS sales department. Reporting to the Managing Director of Sales for NORAM, you will lead the regional Customer Success team, ensuring customer satisfaction, revenue retention, and growth.
Requirements
- 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
- 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
Virtues
- Relentless Curious
- Resilient & Nimble
- Fearlessly Adventurous
Application
Suitably qualified candidates will be invited through an interview and screening process where you will speak with members of our Talent Acquisition Team, the hiring leader alongside key colleagues and stakeholders from across the business. If you need additional support for accessibility, please contact our TA team for assistance.
Contact Information
If you have any questions, please contact our Talent Acquisition Team at [insert email or phone number].