Customer Success Manager

About Us

We are a leading gastrointestinal health company delivering minimally invasive diagnostics to transform access to esophageal care. Our EndoSign test combines a simple, swallowable device with cutting-edge laboratory biomarkers and analytics to detect esophageal cancer and its precursor, Barrett’s esophagus.

Operating across the US and UK life-science hub, with hybrid, remote and onsite teams, we are expanding our pipeline to address new high-impact targets across gastroenterology and related fields. You’ll join a close-knit team of experts in our field who collaborate daily to translate breakthrough ideas into real-world solutions.

At Cyted Health, every voice matters. Whether you’re in R&D, Commercialisation, Medical Affairs or Operations, you’ll have the chance to lead projects, influence strategy, and broaden your skill set across the company. We champion diverse backgrounds and perspectives, fostering an inclusive culture where everyone can thrive and innovate.

If you’re inspired by purpose, motivated by challenge, and eager to make a meaningful impact on patient lives, we’d love to hear from you. We usually recruit on a rolling basis:
    
1. Initial Conversation – An online meeting with a member of our People team or the hiring manager to learn about your skills & experiences and for you to explore what it is like to work with us.

2. Team Interview & Assessment – Meet the wider team, sometimes accompanied by an assessment, such as giving a short presentation based on a topic related to the role.

3. Final Interview – An online meeting with our CEO to discuss your goals and the company’s history and vision.

Job Summary

The Customer Success Manager will own end-to-end success for Cyted’s US healthcare customers, ensuring seamless adoption, retention, and growth of Cyted’s diagnostic solutions. Partnering closely with the VP Commercial (US) and the Sales team, this role leads customer onboarding, training, and ongoing engagement—building trusted relationships with clinicians, administrators, and operational staff. Acting as a strategic partner, the Customer Success Manager will clarify customer objectives, define success measures, and drive utilisation to deliver clinical and operational value.

As the customer’s advocate, the role proactively monitors account health, identifies risks and opportunities, and ensures feedback informs Cyted’s products and processes. They will triage and resolve customer enquiries, coordinating across internal teams to ensure timely and effective issue resolution.

In addition, the Customer Success Manager will oversee the operational and administrative backbone of customer delivery, including scheduling, logistics, reporting, and CRM management. They will establish Cyted’s customer success function from the ground up—designing processes, systems, and best practices while personally managing key customer accounts. As the business scales, they will lay the groundwork for future team growth and leadership, ensuring a strong foundation for predictable renewals, adoption, and customer satisfaction.

Working Pattern and Location

The role is a full-time position with a standard 40 hour working week. The role holder may be required to work flexibly.

The Customer Success Manager will be remote based, ideally located on the eastern time zones, and may need to visit other company sites when and if required.

What you will be doing

Customer Relationship and Success Management:

• 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.

Issue Management and Continuous Improvement:

• 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 straightforwa