We are looking for an experienced Customer Success Manager who will ensure the operational success and long-term satisfaction of our customers (hospitals, pathology labs, diagnostic centers) using our products.

Main Mission

Ensure the operational success and long-term satisfaction of customers (hospitals, pathology labs, diagnostic centers) using our products.

The CSM facilitates deployment, maximizes clinical and technical adoption, reduces churn, and drives expansion opportunities (upsell, cross-sell) — all while ensuring compliance with regulatory frameworks (CE-IVD, FDA, GDPR/HIPAA).

Key Responsibilities

Onboarding & Deployment

• Lead installation and go-live projects for clients (planning, coordination with R&D teams, IT/IMS/LIS integration, clinical validation such as LDT in the US).

• Manage end-user training (pathologists, lab technicians, hospital IT staff).

Adoption & Training

• Develop and roll out continuous training programs and materials (guides, videos, webinars).

• Track clinical and functional adoption (usage, time-to-value).

Support

• Collaborate with Technical Support and Product Engineering to resolve incidents and prioritize fixes.

• Structure and report customer feedback to internal teams (Product, Sales, Technical, Regulatory, etc.).

Customer Success Strategy

• Build and execute Customer Success Plans (QBRs, success plans, risk analysis & mitigation).

• Create customer profiles and personas to share insights with Sales teams.

• Drive customer upgrades (transition from freemium to paid plans).

• Identify commercial development opportunities (license extensions, additional modules, pilot-to-license conversions).

Compliance & Governance

• Work with RA/QA teams to ensure customer usage complies with CE/IVDR, FDA, and data protection rules (GDPR/HIPAA by region).

• Contribute to regulatory documentation linked to clinical feedback and post-market experience.

Measurement & Reporting

• Monitor KPIs (CSAT, NPS, churn, MTTD/MTTR, activation rate, ARR expansion) and deliver regular performance reports to management.

Customer Relations

• Act as a trusted advisor for clinical and technical stakeholders (lab managers, pathologists, CIOs).

• Animate and support user communities; gather and leverage field insights to inform product roadmap.

• 3–7+ years in Customer Success, Customer Support, or Clinical Applications within MedTech, medical devices, or health SaaS.

• Proven experience implementing solutions in hospitals or labs (IMS/LIS integration, pathology workflows) highly valued.

Technical Skills

• Strong understanding of pathology workflows and lab operational constraints (accreditation, traceability).

• Knowledge of integration standards (HL7, DICOM) and basic API concepts.

• Familiarity with regulatory frameworks (CE-IVD/IVDR, FDA 510(k)/de novo) and data privacy (GDPR, HIPAA).

• Ability to interpret clinical or algorithm performance reports.

Soft Skills

• Excellent written and verbal communication — comfortable engaging both clinicians and technical teams.

• Commercial awareness (identifying opportunities) and customer service mindset.

• Autonomy, organizational skills, and experience in cross-functional project management.

Languages

• Fluent English required (for US stakeholders and technical documentation).

• Fluent French required (for France).

• Additional European languages (German, Spanish, Italian) are a plus.

Personal Attributes

• Strong attention to detail and documentation accuracy (critical for regulatory compliance).

• Clinical empathy — understanding patient impact and medical workflows.

• Ability to thrive in a fast-evolving startup/scale-up environment.

• Willingness to travel regularly (20–50% depending on role), including potential intercontinental trips.

First interview with Héloïse, Head of Sales and Marketing and Hugo, Chief Operations Officer.

Business case

Final Interview with Fanny, CEO