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Customer Success Manager

Location: Boston, MA

Employment Status: Full-time


Duration: Career-track position


Compensation: Competitive salary plus equity, commensurate with experience

Organization Summary


UrSure Inc. is a fast-growing startup that makes urine tests to help providers and patients improve medication adherence. Our mission is to make medications work effectively for vulnerable patients worldwide.


Our initial tests are focused on improving adherence to a drug called Tenofovir that can both prevent and treat HIV as well as treat Hepatitis B. We have commercialized a lab-based version of our tests, and we are currently developing a Point of Care version that we will look to deploy to patients and providers globally.


We have already helped improve medication management for hundreds of individuals in the US, and we look forward to developing the clinical strategy that will allow us to scale our tests to the millions of patients in the US and abroad who can benefit from our novel tests.


Position Summary:


UrSure Inc. is seeking a highly motivated individual to join as Customer Success Manager within the Business Development team. This role will be in charge of all customer-facing processes related to the sales of lab-based tests, including: developing processes for sustaining rapid growth in the sales of lab-based tests; leading customer support functions; and, ensuring high customer satisfaction.


As a young and rapidly growing company, we are looking for a flexible candidate who will be able to manage a diverse portfolio of exciting initiatives. We are seeking an individual who will work closely with our customers, external logistics partners, and internal business development team. We need someone who can think strategically and execute on communications, customer service, logistics, and operations. 


Qualifications (Knowledge, Education, and Skills):


  • Education:

        o Bachelor’s degree

  • Work experience:

        o Minimum of 2 years of managerial experience in leading projects with multiple stakeholders

  • Required skills and experience:

        o Detail oriented
        o Past successes in developing or managing standardized processes or protocols

        o Demonstrated ability to execute projects/ tasks successfully
        o Familiarity with domestic health care systems
        o Entrepreneurial initiative to propose and pursue key activities

        o Strong qualitative and quantitative data analysis skills

        o Strong communications skills

  • Highly valued but not required:

        o Advanced degree in business, engineering, or other operations related fields

        o Experience or training in logistics or operations
        o Experience in customer-facing or customer service roles 


Essential Duties and Responsibilities:

Successful candidates must show a high capacity for self-driven, results oriented work and will report directly to the Director of Business Development while managing our Operations work stream. The main responsibility will be serving as the first point of contact for all customer support needs, including responding rapidly to customer questions, concerns, and logistics needs. The position will also require the ability to think strategically about process flows, data management, and external partnerships. 

Expected impact:


First 6 months

  • Oversee quadrupling of current customer base and increase operational capacity to run 2,000 samples, directly reducing HIV risk for 1,000 individuals

  • Envision and create data tracking systems to manage customer satisfaction and operations performance

  • Develop standard operating procedures for onboarding new clinic sites and ensuring smooth operations

  • Develop and present strategic analysis of existing lab partner arrangement, with potential to grow

    external partnerships


First 12 months

  • Manage growth of customer base to more than 30 clinical programs, increased operational capacity to run 18,000 samples, and directly reduce HIV risk for 5,000 individuals

  • Establish customer transition strategy ready for launch of the Point of Care test as early as Q3 2019

  • Demonstrate superior customer satisfaction scores from all sites 



Contact: If interested in the position, please contact Adil Bahalim at careers@ursureinc.com