Director of Customer Success, SOPHiA GENETICS
$112-204k
Salary applicable to candidates based in Boston
Medicine software company
Open for applications
Medicine software company
501-1000 employees
Open for applications
$112-204k
Salary applicable to candidates based in Boston
501-1000 employees
Company mission
To transform patient care by expanding access to data-driven medicine globally.
Role
Who you are
- 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
What the job involves
- The Director, Customer Success holds a critical leadership role within the SOPHiA GENETICS sales department. Reporting to the Managing Director of Sales for NORAM, you will lead the regional Customer Success team, ensuring customer satisfaction, revenue retention, and growth.
- You will build trusted relationships across the organization, remove obstacles, and drive results — all with a strong commercial orientation and a genuinely customer-centric mindset
- 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
- Lead business success
- 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
- People management
- 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
Our take
Though health and genetic data are increasingly available in large quantities to healthcare providers, it can be very difficult to gain insights from them. Data processing is a significant bottleneck, and important information which could be vital to a patient's health can easily be overlooked or misinterpreted. SOPHiA GENETICS has developed a SaaS platform which seeks to change this by processing raw data received from partner institutions. It then returns a standardised report which can be actioned by the end user. The platform learns from this process, becoming more capable the more data it receives.
The global healthcare AI market is thriving, with numerous large competitors in the sector such as Welltok, iCarbonX and IBM (Watson Health). However, SOPHiA's USP is its democratization of health data. It has continually worked closely with a variety of healthcare providers, each using different instruments and providing non-standardized data. While this was initially a hurdle, once overcome, it has become a strength, allowing the platform to engage with the equipment a healthcare provider has rather than requiring a particular inventory.
SOPHiA went public in 2021 and, since then, has pursued collaborations with institutions and companies that focus on cancer screening and diagnostics. In 2025, the company launched advanced MRD tracking capabilities, further innovating in the oncology space. With these cutting-edge tools, SOPHiA strengthens its leadership in data-driven medicine, paving the way for more personalized healthcare.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-9% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Oct 2020
$110m
SERIES F
Jan 2019
$76.6m
SERIES E
Total funding: $250.2m
Company HQ
Rolle, VD
Leadership
Jurgi Camblong
(Co-Founder & CEO)Previously the CEO at Gene Predictis. Prior to that, they were a Post-doctoral Associate Researcher at Oxford University.
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