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Cyted Health · 7 hours ago

Customer Success Manager

NYC Metro Area

Full-time

Hybrid

Entry, Mid Level

1+ years exp

Cyted Health is a leading gastrointestinal health company focused on transforming access to esophageal care through innovative diagnostic solutions. The Customer Success Manager will ensure the successful adoption and growth of Cyted's diagnostic products among US healthcare customers, fostering strong relationships and driving operational efficiency.

Artificial Intelligence (AI)BiotechnologyHealth CareMedical Device

Responsibilities

Serve as the primary point of contact for assigned healthcare customers, leading end-to-end success for medium-complexity accounts with minimal oversight

Build and maintain trusted relationships with clinicians, administrators, and operational staff to drive satisfaction, retention, and growth

Clarify customer objectives, define success measures, and develop tailored adoption strategies that align Cyted’s diagnostic solutions with clinical and operational goals

Oversee onboarding and training of healthcare partners to ensure smooth implementation and sustained usage of Cyted’s services

Proactively monitor account health through regular check-ins, usage analysis, and performance reviews—identifying risks early and taking corrective action

Represent the voice of the customer internally, ensuring feedback informs product improvements, operational processes, and strategic planning

Act as the first line of support for customer enquiries, triaging and resolving issues effectively across technical, operational, clinical, and administrative domains

Take ownership of straightforward problems, using available documentation and resources to deliver timely resolutions

Coordinate with internal teams (e.g. Product, Clinical, Operations, Commercial) to address complex issues—managing communication and accountability until closure

Maintain clear, transparent communication with customers on progress and resolution of open items

Record all interactions, escalations, and outcomes in CRM or ticketing systems to ensure traceability and learning

Identify recurring themes and process gaps, collaborating with internal teams to improve service delivery and customer experience

Establish Cyted’s customer success function from the ground up, designing the frameworks, processes, and tools needed to deliver an exceptional customer experience

Personally manage a portfolio of high-value accounts, ensuring adoption, renewals, and growth while refining scalable best practices

Set clear goals, success measures, and reporting methods to monitor customer health and performance

Build strong cross-functional partnerships across product, support, operations, and commercial teams to ensure seamless delivery and rapid issue resolution

Establish and oversee all customer operational workflows, including scheduling, logistics, invoicing, reporting, and account administration

Track and analyse customer performance data to identify adoption trends, usage gaps, and opportunities for improvement or expansion

Lay the groundwork for future team growth by defining structure, capabilities, and onboarding processes for eventual customer success hires

Maintain accountability for customer satisfaction, retention, and operational efficiency as the function scales

Qualification

Customer Success ManagementHealthcare PartnershipsAnalytical SkillsCRM ToolsCommunication SkillsTraining SkillsTeam CollaborationProblem-Solving

Required

A bachelor's degree in Life Sciences, Business, Healthcare Administration, or a related field

1-3+ years' experience in customer success, account management, or clinical operations within healthcare, diagnostics, or health technology

A proven ability to build and maintain strong relationships with clinical and operational stakeholders, both internally and externally

Excellent communication and presentation skills - you can translate technical or clinical information into clear, actionable insights for customers

Experience onboarding, training, and supporting customers through complex operational or clinical workflows

Strong analytical and problem-solving skills, with the ability to interpret usage trends, feedback, and data to drive continuous improvement

Familiarity with CRM tools and customer success platforms; experience with healthcare data systems is a plus

Demonstrated success improving customer satisfaction, retention, and engagement through proactive relationship management

Exceptional collaboration skills - you know how to partner across teams (commercial, operations, clinical) and lead with influence, clarity, and accountability

A bias for action and ownership. You move quickly, take initiative, and follow through with care, ensuring every customer interaction reflects Cyted's values and commitment to quality

Benefits

401(k) Safe Harbor Plan with employer match: + Dollar-for-dollar match on the first 1% + 50 cents on the dollar up to 6% + Automatic enrolment after 2 months

Equity Participation: Share grants subject to board approval, giving you a stake in our mission and long-term growth

Access to the company's medical insurance with company contributions of up to $1000/month

Access to self-pay vision and dental insurance options

Life Insurance: 3x your annual base earnings, employer-paid

Long-Term Disability (LTD): 60% of base salary up to $10,000/month

Short-Term Disability (STD): 60% of salary up to $2,500/week for up to 13 weeks

Employee Assistance Program (EAP): Full access to our EAP platform including courses and resources to support your wellbeing

20 vacation days per year

8 sick days

8 paid holidays

Parental Leave: + 6 weeks fully paid primary caregiver leave + 2 weeks fully paid secondary caregiver leave

Holiday Purchase Scheme: Buy up to 5 extra vacation days per year

Annual CPD Allowance: $1,000 per year for professional development activities relevant to your role

Regular Company Events: Including summer and holiday parties, team socials, and more

Company

Cyted Health

We are redefining digestive health by pioneering non-endoscopic diagnostics, enabling early detection of diseases and access to care for everyone, everywhere.

Founded in 2018

Cambridge, Cambridgeshire, GBR

51-200 employees