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SOPHiA GENETICS Logo SOPHiA GENETICS · IT - Administration

Director, Customer Success

United States, Boston Employment contract 112000.00 - 204000.00 USD / Year · Job Posted June 15, 2026
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Job Description

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.

Job Responsibility

  • 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
  • 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
  • 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

  • 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

Nice to have

  • PhD and/or MBA are a plus
  • additional languages are a plus

What we offer

  • 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
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