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.