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