Build something bigger than your career
as Customer Success Manager- Strategic
Customer Success Manager- Strategic
SOPHiA GENETICS is a leader in data-driven medicine, and our clients (hospitals, clinical labs, and research and biopharma organizations) rely on the SOPHiA DDM platform to advance precision medicine. As a Client Success Manager- Strategic, you own the long-term commercial and strategic relationship with a portfolio of strategic clients across the full lifecycle, from onboarding through renewal and expansion.
This is a strategic, consultative, growth-oriented role. You are not a reactive support function. You will act as a trusted partner to lab directors, clinicians, and senior stakeholders, leading engagement like a project manager, identifying growth opportunities, and turning satisfied clients into vocal advocates for SOPHiA in the industry.
Own the client lifecycle for our strategic accounts in the USA
- Lead onboarding, adoption, and value realization plans for each client, with clear milestones and success criteria.
- Run structured business reviews with client leadership to review outcomes, align on priorities, and shape the roadmap together.
- Coordinate cross-functional resources (Support, Product, Bioinformatics, Sales, Marketing) to deliver on client commitments.
Drive retention and utilization
- Own renewal outcomes and proactively manage risk, using usage data and health indicators to act before issues escalate.
- Identify and close adoption gaps by driving platform usage, new workflows, and additional applications within existing accounts.
- Build and execute account plans with defined utilization and retention targets.
Grow your accounts
- Uncover expansion opportunities (new applications, additional sites, higher volumes, new teams) through consultative discovery.
- Partner with Sales to develop and close upsell and cross-sell opportunities and contribute to forecasting and pipeline accuracy.
- Build business cases that connect SOPHiA DDM to the client's clinical, operational, and financial goals.
Create champions
- Deliver an exceptional client experience, measured through satisfaction, NPS, and long-term loyalty.
- Develop advocates who will serve as references, case study subjects, speakers, and advisory board members.
- Gather client voice and feed insights back to Product and leadership to influence what we build.
Requirements
- 7-10+ years in client success, account management, consulting, or project management, ideally in life sciences, healthcare, diagnostics, genomics, or SaaS.
- A proven record of improving retention and driving expansion revenue, with measurable results you can speak to.
- Strong project and program management skills, with the ability to run multiple complex engagements at once.
- Commercial acumen: you are comfortable with renewals, pricing and contract discussions, and building a business case.
- Excellent communication and executive presence, with credibility in conversations with scientific, clinical, and operational leaders.
- A data-driven mindset, comfortable using usage and health metrics to guide decisions.
- Familiarity with genomics, NGS workflows, or bioinformatics is a strong plus.
- Fluency in English
- Willingness to travel 30-40% to visit clients accross USA and attend industry events.
Benefits
- Outstanding Medical (with Telemedicine), Dental, and Vision Plan with 90% employer contributions.
- Life and AD&D company provided
- Company 4% match 401K contributions
- Company-paid short and long-term disability insurance
- 20 Days PTO (Increasing to 25 with Tenure), 5 sick days and 14 public holidays recognised
- FSA commuter benefits
- Supplemental employee insurance options are available for accident, critical Illness, hospital and legal
- Voluntary pet, auto and home insurance options
- Employer Assistance Program free for all employees
Switzerland
Sickness and accident coverage through Helsana
Meal vouchers at 90CHF per month with our partner cafeteria
Free parking in an easy to access location
A fun and engaging work environment, with rest & entertainment space, full stocked free coffee machine and free fruit
A volunteer-led Social Committee that helps improve daily life at SOPHiA GENETICS and fosters team connections.
As our global HQ, you’ll have direct interaction and exposure to senior leadership and our executive team locally
United States
Outstanding Medical (with Telemedicine), Dental, and Vision Plan with 90% employer contributions.
Life and AD&D company provided
Company 4% match 401K contributions
Company-paid short and long-term disability insurance
20 Days PTO (Increasing to 25 with Tenure), 5 sick days and 14 public holidays recognised
FSA commuter benefits
Supplemental employee insurance options are available for accident, critical Illness, hospital and legal
Voluntary pet, auto and home insurance options
Employer Assistance Program free for all employees
France
Forfait-Jour working types (With 8-12 RTT Days)
Health benefits for you and your family covered by 80% employer contributions
Life insurance and pensions contribution
SWILE meal vouchers and home office allowances
25 days vacation (Increasing to 30 with tenure)
Additional voluntary benefits including sports allowance, onsite sports classes, language courses, birth book and bank partnerships.
A comprehensive ESG framework, reflecting our ongoing commitment to making a positive impact on the environment, our people, and the communities we serve
Around the world
Chennai to California, Queensland to Quebec. We have a global reach, with colleagues working across 28 countries.
Benefits vary by country and by employment model (direct employment or local employment partner)
They always meet local requirements, and often include our global standards
Whether you're in one of our core office locations, or elsewhere around the world, you're part of one global team.
Your Talent Partner can share more details for your location
Like the strands of DNA itself, SOPHiA GENETICS and the team are deeply interconnected and reliant on each other to deliver. There are common threads across the team. Things that bind us together. We are Relentlessly Curious; Resiliently Nimble and Fearlessly Adventurous
At SOPHiA GENETICS we established our 7 Virtues to clarify how our principles show up each day through action. We Decide; We Do; We Collaborate; We Innovate; We Empower; We Adapt and We Learn.
At the centre of our Virtues is our Mantra, We Care, which provides a constant reminder of the compassionate, benevolent, and hopeful nature of our mission and how it should be threaded through each of our Virtues and everything we do.
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.
You can learn about the full hiring journey by clicking here.
We use the power of AI to help our partners make decisions. We support using AI in the recruitment journey, if it's used transparently and responsibly. If you’re utilizing AI in your search and application process, why not use some of these prompts, or read our AI guide here.
‘What impact can I expect to have on the world by working at SOPHiA GENETICS?’
‘I have an interview with SOPHiA GENETICS. What should I know before I meet with them?’
‘I am a *job title* - What can SOPHiA GENETICS offer my career?’
If you need additional support or accomodations for accesibility during your application, or further into your recruitment journey, please contact our TA team for assistance on recruitment@sophiagenetics.com
We appreciate the value external partners can bring, but we operate a direct-hiring model and we are not looking to utilize agency support at this time. All hiring is controlled by Talent Acquisition, potential partners should liaise through TA and not our hiring teams please.
