Director, Customer Success

Are you a seasoned customer success leader with a passion for building relationships that drive real outcomes in healthcare? 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.
If this sounds like you and you are driven by purpose, join the SOPHiA GENETICS Sales team as our new Director, Customer Success and enable us to make a positive impact on the outcomes for cancer and rare disease patients worldwide
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. As Director of Customer Success, you will have direct input into our mission to democratize data-driven medicine for the ultimate benefit of cancer and rare disease patients across the globe.
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. You will build trusted relationships across the organization, remove obstacles, and drive results - all with a strong commercial orientation and a genuinely customer-centric mindset.
The value you bring
Define and optimize the path for customer success

• Define and deploy the vision of a "red carpet" customer experience aligned with global strategy

• Develop and execute success plans that outline how SOPHiA GENETICS addresses customer needs and measure performance against KPIs

• Supervise the region and build engagement strategies with customers and channel partners using a consultative approach

• Ensure the team acts transparently, providing value and creating a virtuous circle that guarantees mutual success

• Analyze regional sales data and present commercial strategy to senior leadership

• Coach the team to develop customer loyalty and minimize churn through active listening

• Support the team in mediating between customer requests and the company's vision

Lead business success

• Drive product adoption, deliver a positive customer experience, and fuel growth through gross renewals and net retention

• Reach or exceed regional revenue targets; forecast accurately and maintain a healthy sales pipeline

• Apply creative thinking to improve customer and channel outcomes

• Conduct periodic competitor analysis and discuss strategy with senior leadership

• Ensure the team surfaces upsell and cross-sell opportunities and engages the relevant sales lead promptly

• Monitor customer usage across the territory and respond proactively to any decline

People management

• Lead team capacity planning, recruiting, onboarding, and training

• Drive all HR cycles - goal setting, performance evaluations, individual development plans - and provide coaching and feedback

• Develop employees, retain talent, and define clear career paths

Requirements
The experience you bring

• 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
You will be joining an organization with the patient at the heart of every decision and action, driven by purpose as we pursue 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 benefits package is comprehensive, but varies internationally in-line with local standards and laws. You can discuss a full breakdown with us, but as a brief overview:
US:
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
Our DNA
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. Those things are Relentless Curious; Resilient & Nimble and Fearlessly Adventurous
Our Virtues
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. Learn more about our DNA and Virtues on our Careers portal
The Process
We use the power of AI to help our partners make decisions. If you're utilizing AI in your search and application process, why not use some of these prompts, or read our AI guide.
'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?'
Apply now with your CV and any supporting information.
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.
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.
Starting Date: ASAP
Location: Boston (3x week onsite) or Remote
Contract: Permanent
MA Pay Range: $112k - $204k
Disclaimer: The estimated pay range represents a good faith estimate of what the Company expects to pay a successful applicant for the listed position and applies specifically to candidates based in Massachusetts. Due to various factors, the estimated pay range may vary in other locations. Should the level or location of the role change during the hiring process, the applicable base range may be updated accordingly. Compensation decisions are dependent on several factors including, but not limited to, an individual's qualifications, job related skills, years of experience, location, relevant education or training, internal equity, and alignment with market data. The range does not include benefits, and if applicable, bonus, commission, or equity.