Customer Success Manager

Position Overview

As a Customer Success Manager reporting to the Head of Customer Support, you will be pivotal in ensuring that customers maximize the benefits from the Nuclein DASH® Rapid PCR System. Acting as a trusted advisor and main contact post-deployment, you will focus on driving customer satisfaction, increasing system utilization, fostering retention, and ensuring long-term success within the customer base. This role demands close collaboration with teams including Customer Support, Training, Sales, Marketing, and Operations to optimize system performance, boost test usage, encourage software and connectivity adoption, and identify ways to enhance the overall customer journey. Your efforts will contribute significantly to maximizing customer outcomes and supporting recurring revenue growth.

Key Responsibilities

• Support the Commercial team in establishing account segmentation and health scoring models to classify customers by usage tiers, risk status, and growth potential, promoting consistent prioritization of the installed customer base.
• Track account-level utilization metrics, testing trends, and reorder behaviors to discover opportunities for increased adoption, revenue uplift, and risk prevention.
• Drive key business metrics including system usage, test volumes, reorder rates, customer activation, and recurring revenue expansions.
• Analyze utilization, reorder, reimbursement, and operational data to diagnose causes of underperformance and develop tailored strategies to elevate test volumes and customer value.
• Collaborate with Regional Sales Managers/Directors and distribution partners to prioritize accounts based on business impact and growth prospects and implement targeted success plans.
• Work alongside sales and distributor teams to facilitate timely delivery of cartridges and consumables, minimize inventory issues, and maintain continuous testing capabilities.
• Identify and promote opportunities to boost testing utilization by improving workflows, introducing menu options, educating on reimbursements, and sharing best practices with customers.
• Affirm support for company initiatives aimed at increasing recurring revenue, enhancing customer retention, and fostering long-term account growth.
• Coordinate with Customer Support, Sales, Training, and distributor teams to ensure smooth customer onboarding and expedite time-to-value.
• Achieve onboarding KPIs such as activation rates, onboarding completion, time-to-first-test, and early usage targets through proactive customer engagement.
• Engage customers during onboarding to reinforce training, troubleshoot adoption barriers, and encourage utilization.
• Apply sound judgement to independently resolve adoption challenges related to workflows, reimbursements, system connectivity, and operational procedures.
• Serve as a point of contact for DASH® reimbursement queries, appropriately escalating complex issues when needed.
• Help develop a standard customer playbook for the commercial team to manage at-risk accounts, defining interventions, responsibilities, and escalation paths.
• Build and maintain trusted relationships as the key post-sale contact and advocate for Nuclein clients.
• Evaluate overall account health by examining usage patterns, engagement levels, feedback, support history, competitor activity, and operational factors.
• Identify at-risk customers for potential disengagement or decreased usage and implement proactive retention and recovery plans.
• Lead structured engagements including follow-ups and usage assessments to ensure active customer participation.
• Gather and convey the customer voice to internal teams, ensuring feedback, needs, and market insights inform company strategy.
• Manage critical customer success metrics such as retention, utilization growth, and satisfaction levels.
• Maintain current and precise records of accounts, contacts, engagement activities, and usage data within HubSpot CRM and associated systems.
• Conduct detailed data analyses to uncover trends in utilization, adoption, revenue potential, and risks of customer churn, converting insights into actionable strategies.
• Create and manage dashboards, scorecards, and key performance indicators to track customer success and inform business decisions.
• Produce and interpret reports on usage, reorder behavior, engagement, retention, and onboarding progress.
• Provide valuable insights and structured feedback to Sales, Marketing, Customer Support, Operations, and Leadership regarding customer requirements, recurring obstacles, competitor activities, and market opportunities.
• Contribute to the ongoing enhancement of customer success processes, tools, programs, and metrics.
• Collaborate effectively with Customer Support, Sales, Marketing, Operations, and distributor partners to ensure a high-quality and consistent customer experience.
• Support new product introductions, menu expansions, software upgrades, and customer communications aimed at boosting adoption and usage.
• Participate in strategic projects that promote commercial growth and customer success objectives of Nuclein.
• Ensure accurate documentation and compliance with company policies related to customer interactions, account activity, and business records.
• Adhere to regulatory, quality, and customer communication standards.
• Assist with internal audits, reporting, and documentation as required.
• Perform other duties and special projects as assigned.

Educational Background and Experience

• A degree (Associate’s or Bachelor’s) in Business, Marketing, Communications or a related discipline is preferred.
• Equivalent combinations of education and relevant experience will be considered.
• At least five years of experience in Customer Success, Account Management, Customer Experience, or related customer-facing roles is required.
• Background in diagnostics, medical devices, biotechnology, healthcare, laboratory services, or other regulated healthcare sectors is advantageous.
• Familiarity with point-of-care testing, laboratory workflows, clinical operations, or healthcare reimbursement processes is desirable.
• Experience using customer success platforms, business intelligence, and data visualization tools such as HubSpot, Salesforce, Power BI, Tableau, Looker is preferred.
• Proven track record in designing and managing customer success, utilization management, customer health scoring, or retention initiatives.

Skills Required

• Exceptional customer relationship management and communication talents.
• Strong verbal, written, and interpersonal abilities enabling engagement with customers and internal teams.
• Analytical thinking to interpret data and convert insights into effective actions.
• Excellent organizational, time management, and prioritization abilities to handle multiple accounts and projects simultaneously.
• Problem-solving acumen with an aptitude for data interpretation to identify opportunities for adoption and utilization improvements.
• Proficiency in CRM software, Microsoft Office suite, and reporting tools.
• Self-driven, cooperative, and goal-focused with notable problem-solving skills.

Work Environment and Physical Demands

• This role is office-based in Austin, Texas, with local candidates preferred.
• Some travel (approximately 10–15%) may be necessary for customer meetings, training sessions, internal gatherings, or distributor events.
• Typical office work involving regular computer use including typing and mouse operation.
• Extended sitting periods with occasional standing.
• Capability to occasionally lift up to 25 pounds (e.g., training materials, demonstration items).
• Frequent verbal and electronic communication activities.

Additional Information

No sponsorship opportunities are available for this position. Only candidates based locally in Austin, TX will be considered.