Strategic Account Manager / Customer Success Manager (UK&I, BeNeLux, Nordics)

Overview

In this field-based role, you will manage and grow key laboratory accounts across the UK, Nordics, and Benelux to maximize adoption of SOPHiA’s cloud-native platform. You will own relationships from contract signing through implementation, focusing on retention and revenue growth. You’ll map workflows, engage multiple stakeholders, and coordinate with implementation teams to bring new applications into routine use. The role blends strategic account management with procurement navigation, delivering impact for cancer and rare disease patients worldwide.

Responsibilities

• Build and maintain strong customer relationships across the UK, Nordics and Benelux, understanding laboratory needs and ensuring continued use of our technology
• Partner with sales colleagues to win new customers and take ownership of relationships post-signature through implementation and routine use
• Drive commercial growth within accounts, identifying opportunities for additional applications and broader adoption
• Grow existing accounts by mapping laboratory workflows and stakeholders and turning unmet needs into adoption of further applications
• Bring newly signed customers into routine use, coordinating with implementation specialists during the rollout
• Retain customers and manage contract continuity by anticipating procurement timelines and renewing contracts
• Deliver revenue growth through expansions and pricing negotiations with procurement teams
• Build key opinion leader relationships and customer networks to support adoption of new panels and applications
• Coordinate with sales on opportunities across the region

Key requirements

• At least 5 years’ experience in sales or customer account management
• A minimum of 3 years working knowledge of complex genomics, next-generation sequencing or oncology workflows
• Ability to map complex accounts and develop relationships with multiple stakeholders to drive expansion
• Experience navigating procurement and tender processes including contract renewals and negotiations
• Proactive customer engagement with ability to prioritize activities by commercial impact

• Relationship building
• Proactive engagement
• Strategic thinking
• Complex genomics
• Next-generation sequencing (NGS)
• Oncology workflows

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