Customer Service Manager - Diagnostics

about usWe are a leading gastrointestinal health company delivering minimally invasive diagnostics to transform access to esophageal care. Our EndoSign test combines a simple, swallowable device with cutting-edge laboratory biomarkers and analytics to detect esophageal cancer and its precursor, Barrett’s esophagus.Operating across the US and UK life-science hub, with hybrid, remote and onsite teams, we are expanding our pipeline to address new high-impact targets across gastroenterology and related fields. You’ll join a close-knit team of experts in our field who collaborate daily to translate breakthrough ideas into real-world solutions. At Cyted Health, every voice matters. Whether you’re in R&D, Commercialisation, Medical Affairs or Operations, you’ll have the chance to lead projects, influence strategy, and broaden your skill set across the company. We champion diverse backgrounds and perspectives, fostering an inclusive culture where everyone can thrive and innovate.If you’re inspired by purpose, motivated by challenge, and eager to make a meaningful impact on patient lives, we’d love to hear from you. We usually recruit on a rolling basis with the following four stages:Initial Conversation – An online meeting with Maddie, a member of our People team, to learn about your skills & experiences and for you to explore what it is like to work with us.Line Manager Interview –Anonline meeting with the hiring manager(s) to specifically discuss the role further. Team Interview & Assessment – An onsite opportunity to meet the wider team, sometimes accompanied by an assessment or presentation on a topic related to the role.Final Interview – An online meeting with our CEO to discuss your goals and the company’s history and vision.job summaryThis year is pivotal for Cyted’s medical device and diagnostic test. We are looking for an experienced Customer service Manager who knows what good looks like and is motivated to build it. Partnering closely with the Chief Commercial Officer and the Sales team, you will directly establish and carry out customer onboarding, training, and ongoing engagement, building trusted relationships with clinicians, administrators, and operational staff. As our first boots on the ground in this role, you will set the tone for communication with US healthcare customers, ensuring seamless adoption, retention, and growth of Cyted’s medical device. As the Customer Service Manager, you will play a hands-on role in setting up and owning end-to-end service for Cyted’s early-stage diagnostics. You will form the operational backbone of customer delivery, including scheduling, logistics, reporting, and CRM management. Establishing Cyted’s customer service function from the ground up, you will design processes, systems, and best practices while personally managing key customer accounts. Acting as a strategic partner whilst the business scales, you will lay the groundwork for a future team to grow beneath you, ensuring a strong foundation for predictable renewals, adoption, and customer satisfaction. You will clarify customer objectives, define service measures, and drive utilisation to deliver clinical and operational value. This requires proactive monitoring of account health, identifying risks and opportunities, and ensuring feedback informs Cyted’s products and processes. You will triage and resolve customer enquiries, serving as a key liaison across sales, billing and laboratory teams to ensure timely and effective issue resolution.working pattern and locationThe role is a full-time position with a standard 40 hour working week. The role holder may be required to work flexibly. The Customer Service Manager will be remote based, located on the eastern time zones and may need to visit other company sites when and if required.what you will be doingOperational Implementation, Delivery and Team Ownership Build Cyted’s customer service function end-to-end, designing customer-focused, regulatory-aware frameworks, processes, and tools to support healthcare providers.Own delivery of high-value clinical clients, ensuring adoption, renewals, and growth through responsive, problem-solving account ownership and scalable best practices.Set clear goals, service measures, and reporting methods to monitor customer health and performance.Lead collaborative, cross-functional partnerships with product, support, operations, and commercial teams to ensure seamless delivery and rapid issue resolution.Establish and oversee all customer operational workflows and account administration, ensuring accuracy, consistency, and regulatory compliance.Track and analyse customer performance data to identify adoption trends, usage gaps, and opportunities for improvement.Create the groundwork for future team growth by defining smooth and scalable structure, capabilities, and onboarding processes.Maintain end-to-end accountability for customer satisfaction, retention, and operational efficiency as the function scales in a resilien