Customer Success Manager - USA

Rarity Bioscience is hiring a Customer Success Manager to drive customer success, satisfaction, and growth across the US. The role combines customer relationship management, sales, and field application support, including onboarding, product training, technical guidance, and feedback to support product improvement and account growth.

Responsibilities:

• Build and maintain client relationships: Establish and cultivate relationships with existing and potential clients. Understand their business needs, provide relevant solutions, and maintain regular communication to ensure client satisfaction
• Technical and application expertise: Maintain a high level of technical, application expertise as well as product knowledge. It is to be expected to spend significant time in the lab to solve customer related problems and to keep a high degree of technical proficiency
• Identify and pursue new business opportunities: Conduct market research to identify potential clients, industries, and markets for business expansion. Actively prospect and generate leads through various channels such as networking events, online research, and cold calling
• Project Management: Demonstrated ability to lead and manage cross-functional project, ensuring timely execution, clear communication, and alignment with strategic goals
• Customer training and support: Perform customer demo/beta tests on-site at customers and as necessary support with customer post sales and technical questions, and develop training materials
• Aid in developing new business strategies and suggesting new products: Collaborate within the commercial team to develop effective business strategies and plans to achieve targets and growth. Identify emerging trends and market shifts while being aware of competitors' activities
• Support marketing and communication: Provide relevant input and support execution of marketing plan and communication activities
• Support external events: drive and/or attend scientific conferences, symposia, and industry events, ensuring accurate representation of the Rarity products
• Stay updated on industry trends: Stay up-to-date with academic, clinical and industry trends, market conditions, and competitive landscape to identify new opportunities and potential risks. Attend conferences, trade shows, and professional events to expand knowledge and network with KOLs
• Collaborate with internal teams: Liaise with various internal teams such as marketing, product development, and operations to align efforts with overall company goals. Provide valuable feedback from clients to assist in the refinement of products and services

Requirements:

• Bachelor's degree in life science
• At least 5 years of proven work experience in customer success, field applications, account management, or technical support in the life science or diagnostics sector
• Good analytical and organizational skills with the ability to manage complex projects
• Excellent communication and interpersonal skills for collaborating with cross-functional teams and engaging with customers
• Problem-solving mindset with strong analytical and troubleshooting capabilities in real-world lab settings to support customers post-sale
• A results-driven mindset with a track record of successful product launches and lifecycle management
• Familiarity with regulatory and quality standards in the life sciences field
• Strong project management skills, with the ability to prioritize tasks, meet deadlines, and manage multiple projects simultaneously
• Demonstrated ability to adapt to a fast-paced and evolving environment
• Self-motivated and goal-oriented with a demonstrated track record of meeting or exceeding targets
• Ability to work independently and as part of a team, with great time management & organizing skills
• Willingness and ability to travel up to 50% of the time, including domestic and occasional international trips, with flexibility to accommodate travel that may extend over weekends
• Demonstrated ability for divergent thinking and propensity to question traditional methods, processes, and products, as well as build on others' ideas
• A master's degree is a plus
• PhD or equivalent expertise in translational medicine, genetics, or genomics, demonstrated through academic training, industry experience, or a strong track record of scientific contributions in these fields