Job DescriptionJob Description The Customer Success Manager (CSM) serves as the primary liaison between Myriad Genetics and key accounts such as health systems, MSOs, hospitals, OBGYNs, oncologists and genetic counselling groups. In this role, the CSMs support key accounts through proactive and scalable solutioning, workflow optimization, data-driven analysis, and stakeholder relationship building. CSMs play a critical role in onboarding new accounts and implementing digital services, ensuring long-term scalability and account success.
CSMs are responsible for driving account retention and growth by improving operational efficiency, assisting in business reviews, and providing education on Myriad's digital tools and ordering processes. They anticipate customer needs, resolve issues quickly, and advocate internally for process improvements and product enhancements. Through these efforts, CSMs strengthen trust with strategic partners, foster customer satisfaction, and position accounts for sustained success.
Responsibilities - Serve as the primary liaison for key accounts and stakeholders, collaborating cross-functionally with Sales, Client Services, EMR, Billing, Digital Products, and Marketing to ensure customer success.
- Build and maintain strong internal and external stakeholder relationships to help drive business solutions
- Clearly communicate customer needs and drive scalable, data-informed solutions.
- Lead onboarding and implementation for new accounts, optimizing workflows to ensure long-term scalability and customer satisfaction.
- Proactively leverage problem-solving expertise to prevent and resolve customer challenges and guide enhancements to internal processes and policies.
- Contribute to strategic vision by identifying customer trends, advocating for process enhancements, and supporting operational efficiency.
- Act as a mentor and coach to colleagues fostering collaboration, development, and retention across the commercial organization.
- Use data and CRM tools (e.g. Salesforce) to track progress, identify opportunities, and measure continuous improvement.
Qualifications- Bachelor's degree (B.A. or B.S.) preferred.
- 3+ years of experience in customer service or account management; healthcare or biotech industry experience is strongly preferred.
- Proven track record of exceeding company targets in competitive markets.
- Strong presentation, training, and coaching skills.
- Excellent interpersonal, written, and verbal communication skills, including active listening, advising, facilitating, and problem solving.
- Highly organized with strong attention to detail; able to manage multiple priorities in a fast-paced environment.
- Comfortable and effective at engaging customers both remotely and in person.
- Proficiency with Salesforce or similar CRM systems; additional business software knowledge preferred.
- Ability to model and uphold corporate values.
- Knowledge of HIPAA and healthcare compliance standards.
- Willingness to travel up to 10%.
