Customer Service Manager - Diagnostics

Cyted Health is a leading gastrointestinal health company delivering minimally invasive diagnostics to transform access to esophageal care. They are seeking an experienced Customer Service Manager to build and manage the customer service function, ensuring seamless adoption and support for their medical device and diagnostic test.

Responsibilities:

• Build Cyted’s customer service function end-to-end, designing customer-focused, regulatory-aware frameworks, processes, and tools to support healthcare providers
• Own delivery of high-value clinical clients, ensuring adoption, renewals, and growth through responsive, problem-solving account ownership and scalable best practices
• Set clear goals, service measures, and reporting methods to monitor customer health and performance
• Lead collaborative, cross-functional partnerships with product, support, operations, and commercial teams to ensure seamless delivery and rapid issue resolution
• Establish and oversee all customer operational workflows and account administration, ensuring accuracy, consistency, and regulatory compliance
• Track and analyse customer performance data to identify adoption trends, usage gaps, and opportunities for improvement
• Create the groundwork for future team growth by defining smooth and scalable structure, capabilities, and onboarding processes
• Maintain end-to-end accountability for customer satisfaction, retention, and operational efficiency as the function scales in a resilient healthcare environment
• Proactively monitor account health through regular check-ins, usage analysis, and performance reviews - identifying risks early and taking corrective action
• Act as the primary point of contact for healthcare customers, leading end-to-end service with minimal oversight and high ownership
• Build and maintain relationship-driven, trusted partnerships with clinicians, administrators, and operational teams to drive satisfaction, retention, and growth
• Represent the voice of the customer internally, ensuring feedback informs product improvements, operational processes, and strategic planning
• Earn customer confidence as the first line of support for customer enquiries, problem-solving across technical, operational, clinical, and administrative domains
• Maintain clear, transparent, and responsive communication with customers throughout issue triage, progress, and resolution
• Record all interactions, escalations, and outcomes in CRM or ticketing systems to ensure traceability and learning

Requirements:

• 5+ years' experience in a customer-facing role (customer service, account management, operations, or support)
• Experience managing triage and escalation of healthcare customer issues in a structured way
• A bachelor's degree in Life Sciences, Healthcare, Business, or a related field (desirable, not essential if relevant experience is proven)
• Experience in healthcare, diagnostics, or medical technology
• Ability to build strong relationships with clinicians, operational staff, administrators and other key stakeholders
• A builders approach to creating new processes that drive efficiency
• Comprehensive understanding of operational workflows, scheduling, and customer service processes
• Customer-first mindset, with a proactive, empathetic and solution-oriented approach
• Adaptable ability to work independently in a fast-paced, remote-first environment
• Collaborative skills to comfortably work cross-functionally across geographies
• Motivation to improving healthcare outcomes and contributing to Cyted's mission