Job Description

**West Coast location preferred**

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.

Job Tags

Remote work, Afternoon shift, Early shift

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