Customer success specialist (west coast)

The Customer Success Specialist supports the Commercial Excellence team by delivering a seamless, high-impact customer experience across Polymedco's diagnostic portfolio, including FIT, PATHFAST, ESR, and manual FIT. This role plays a key part in onboarding, in-servicing, program management, marketing outreach, and cross-functional coordination to support successful adoption and long-term customer satisfaction. The ideal candidate excels in building relationships, managing programs, and supporting healthcare partners through clear communication, structured processes, and data-driven insights.

Responsibilities

• Conduct customer assessments, usage reviews, and program evaluations to identify improvement opportunities and support long-term success.
• Lead onboarding and implementation activities for diagnostic programs, ensuring timely, high-quality execution that supports customer readiness and compliance.
• Develop and deliver training content that strengthens operational consistency and improves adoption.
• Manage program elements related to Direct FIT Mailing, Patient Navigation, and outreach initiatives, ensuring accurate tracking and continuous improvement.
• Oversee the deployment and utilization of marketing outreach materials in alignment with organizational goals and approved messaging.
• Provide timely documentation and updates within the CRM to ensure visibility, accuracy, and alignment across teams.
• Participate in strategic corporate initiatives that advance Commercial Excellence and elevate the customer experience.
• Manage the setup, maintenance, and renewal of standing/blanket orders and instrument service contracts.
• Support event planning, coordination, and field presence to maximize visibility and engagement across key diagnostic conferences and customer meetings, including representing Polymedco at colorectal cancer (CRC) and cardiac diagnostics events.
• Build strong partnerships with customers and internal stakeholders to ensure effective communication, quick issue resolution, and successful project outcomes.

Requirements

• Bachelor's degree required; healthcare, science, business, or a related field preferred.
• Minimum of 2 years of experience in diagnostics, laboratory operations, customer success, or healthcare program management strongly preferred.
• Strong instructional, communication, and presentation skills across virtual and in-person settings.
• Ability to translate data insights into actionable customer recommendations.
• Proficiency with CRM platforms and comfort navigating digital tools and tracking systems.
• Collaborative mindset with the ability to work cross-functionally and manage multiple priorities.
• Strong organizational skills and attention to detail.
• Ability to travel up to 50%, with flexibility for early morning, evening, or occasional weekend commitments based on customer or event requirements.

This position is eligible for an annual bonus program in addition to base salary.