About this role
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
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Lead onboarding, adoption, and value realization plans for each client, with clear milestones and success criteria.
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Run structured business reviews with client leadership to review outcomes, align on priorities, and shape the roadmap together.
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Coordinate cross-functional resources (Support, Product, Bioinformatics, Sales, Marketing) to deliver on client commitments. Drive retention and utilization
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Own renewal outcomes and proactively manage risk, using usage data and health indicators to act before issues escalate.
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Identify and close adoption gaps by driving platform usage, new workflows, and additional applications within existing accounts.
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Build and execute account plans with defined utilization and retention targets. Grow your accounts
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Uncover expansion opportunities (new applications, additional sites, higher volumes, new teams) through consultative discovery.
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Partner with Sales to develop and close upsell and cross-sell opportunities and contribute to forecasting and pipeline accuracy.
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Build business cases that connect SOPHiA DDM to the client's clinical, operational, and financial goals. Create champions
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Deliver an exceptional client experience, measured through satisfaction, NPS, and long-term loyalty.
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Develop advocates who will serve as references, case study subjects, speakers, and advisory board members.
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Gather client voice and feed insights back to Product and leadership to influence what we build.
Requirements
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7-10+ years in client success, account management, consulting, or project management, ideally in life sciences, healthcare, diagnostics, genomics, or SaaS.
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A proven record of improving retention and driving expansion revenue, with measurable results you can speak to.
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Strong project and program management skills, with the ability to run multiple complex engagements at once.
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Commercial acumen: you are comfortable with renewals, pricing and contract discussions, and building a business case.
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Excellent communication and executive presence, with credibility in conversations with scientific, clinical, and operational leaders.
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A data-driven mindset, comfortable using usage and health metrics to guide decisions.
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Familiarity with genomics, NGS workflows, or bioinformatics is a strong plus.
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Fluency in English
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Willingness to travel 30-40% to visit clients accross USA and attend industry events.
Benefits
- Outstanding Medical (with Telemedicine), Dental, and Vision Plan with 90% employer contributions.
- Life and AD&D company provided
- Company 4% match 401K contributions
- Company-paid short and long-term disability insurance
- 20 Days PTO (Increasing to 25 with Tenure), 5 sick days and 14 public holidays recognised
- FSA commuter benefits
- Supplemental employee insurance options are available for accident, critical Illness, hospital and legal
- Voluntary pet, auto and home insurance options
- Employer Assistance Program free for all employees