Customer Success Manager

Position Summary:

Reporting to the Head of Customer Support, the Customer Success Manager (CSM) is responsible for ensuring customers successfully adopt, utilize, and realize maximum value from the Nuclein DASH® Rapid PCR System. The CSM serves as a trusted advisor and primary post-implementation customer contact, focused on driving customer satisfaction, utilization growth, retention, and long-term success across the installed base. Working closely with Customer Support, Training, Sales, Marketing, and Operations, the CSM proactively engages customers to optimize system performance, increase testing utilization, promote software and connectivity adoption, and identify opportunities to enhance the overall customer experience. Through ongoing customer engagement, performance monitoring, and issue resolution, the CSM helps maximize customer outcomes while supporting the growth and retention of recurring revenue.

Essential Duties and Responsibilities: 

Revenue Generation, Utilization & Reorder Management

·         Assist Commercial team in developing account segmentation and health scoring models that classify customers by utilization tier, risk level, and growth potential, ensuring consistent prioritization across the installed base.

·         Monitor account-level utilization, testing trends, and reorder activity to identify opportunities for increased adoption, revenue growth, and risk mitigation.

·         Drive performance against key business metrics, including system utilization, testing volume, reorder frequency, customer activation, and recurring revenue growth.

·         Analyze utilization, reorder, reimbursement, and workflow data to identify root causes of underperformance and develop account-specific strategies to increase test volumes and customer value.

·         Segment and prioritize accounts based on business impact, utilization trends, and growth potential, developing targeted success plans in collaboration with Regional Sales Managers/Directors (RSMs/RSDs) and distribution partners.

·         Partner with sales and distributor teams to support timely cartridge and consumable replenishment, reduce inventory disruptions, and maximize testing continuity.

·         Identify opportunities to expand testing utilization through workflow optimization, menu adoption, reimbursement education, and customer best-practice sharing.

·         Support company initiatives designed to increase recurring revenue, customer retention, and long-term account growth.

Customer Onboarding & Adoption

·         Partner with Customer Support, Sales, Training, and distributor teams to deliver a seamless onboarding experience and accelerate time-to-value.

·         Drive performance against onboarding KPIs, including activation rates, onboarding completion, time-to-first-test, and early-stage utilization benchmarks.

·         Conduct proactive customer outreach during the onboarding period to reinforce training, address barriers to adoption, and promote testing utilization.

·         Exercise independent judgment when identifying and resolving customer adoption challenges related to workflow integration, reimbursement, connectivity, or operational processes.

·         Serve as a customer-facing resource for DASH® reimbursement and exercise sound judgment in determining when issues require escalation to internal subject matter experts or external resources.

Customer Experience, Retention & Account Health

·         Assist Commercial team in developing a standardized customer playbook (including defined intervention pathways, responsibility models, escalation processes, etc.) for identifying and managing at-risk accounts

·         Develop trusted relationships with customers and serve as a primary post-sale customer advocate for Nuclein.

·         Assess overall account health by monitoring utilization trends, engagement levels, customer feedback, support history, competitive activity, and operational performance.

·         Identify customers at risk of low utilization, disengagement, or attrition and develop/execute proactive retention and recovery strategies.

·         Lead structured customer engagement activities, including follow-ups and utilization assessments.

·         Capture the voice of the customer, ensuring customer feedback, needs, and market insights are effectively communicated.

·         Own and drive key customer success metrics, including retention, utilization growth, and customer satisfaction.

Data Analytics, Insights & Continuous Improvement

·         Maintain accurate and timely account, contact, utilization, engagement, and activity records within HubSpot CRM and related business systems.

·         Perform detailed data analysis to identify utilization trends, customer adoption patterns, revenue opportunities, and churn risks translating findings into actionable recommendations.

·         Develop and maintain dashboards, scorecards, and performance metrics to monitor customer success outcomes and support business planning.

·         Generate, analyze, and interpret reports related to utilization, reorder activity, customer engagement, retention, and onboarding.

·         Provide actionable insights and structured feedback to Sales, Marketing, Customer Support, Operations, and Leadership regarding customer needs, recurring challenges, competitive activity, and market opportunities.

·         Support the continuous improvement of customer success processes, programs, tools, and performance metrics.

Cross-Functional Collaboration

·         Partner closely with Customer Support, Sales, Marketing, Operations, and distributor partners to deliver consistent and exceptional customer experience.

·         Support new product launches, menu expansion initiatives, software updates, and customer communication programs designed to drive adoption and utilization.

·         Participate in strategic projects and initiatives that support Nuclein's commercial growth objectives and customer success strategy.

Administrative, Documentation & Compliance Responsibilities

·         Ensure customer interactions, account activities, and business records are documented accurately and maintained in accordance with company policies.

·         Maintain compliance with all applicable company policies, quality system requirements, regulatory standards, and customer communication guidelines.

·         Support internal audits, reporting requirements, and documentation requests as needed.

·         Perform other duties and special projects as assigned.

Education, Qualifications, and/or Experience:

Education

·         Associate’s or Bachelor’s degree in Business, Marketing, Communications, or a related field preferred.

·         Equivalent combinations of education, training, and relevant work experience will be considered.

Qualifications and Experience

·         Minimum of 5 years of experience in Customer Success, Customer Experience, Account Management, Customer Support, or related customer-facing role(s).

·         Experience in diagnostics, medical devices, biotechnology, healthcare, laboratory services, or other regulated healthcare environments preferred.

·         Knowledge of point-of-care testing, laboratory operations, clinical workflows, or healthcare reimbursement processes preferred.

·         Experience with customer success platforms, business intelligence tools, and data visualization software (e.g., HubSpot, Salesforce, Power BI, Tableau, Looker, or similar) preferred.

·         Demonstrated experience building customer success, utilization management, customer health scoring, and/or retention programs

Skills:

·         Strong customer relationship management and communication skills.

·         Excellent verbal, written, and interpersonal skills with the ability to engage effectively across customer and internal audiences.

·         Analytical mindset with the ability to interpret data and translate insights into action.

·         Strong organizational, time-management, and prioritization skills with the ability to manage multiple accounts and initiatives simultaneously.

·         Analytical and problem-solving skills with the ability to interpret data, identify opportunities, and drive customer adoption and utilization.

·         Proficiency with CRM systems, Microsoft Office applications, and reporting tools.

·         Self-motivated, collaborative, and results-oriented with strong problem-solving capabilities