Customer Success Specialist (West Coast)

**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.