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.
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.
Activate JobCopilot
Your email job alert is now active!
