SaaS Customer Success Manager

August 29

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Precision Medicine Group

WebsiteLinkedInAll Job Openings

Moving Science Closer to Health

1001 - 5000

💰 $35.2M Venture Round on 2021-03

Description

• Drive customer retention and growth • Support product onboarding and user adoption • Serve as the voice of the customer • Manage risk and opportunities/threats • Use data to monitor customer engagement • Coordinate cross-functional teams under common goals/objectives • Lead the onboarding process for new customers • Support the customer through organizational change • Establish and maintain strong, long-term relationships with customers • Develop a deep understanding of QuartzBio products and services • Encourage and facilitate customer advocacy • Identify opportunities for upselling and cross-selling QuartzBio products • Address and resolve customer concerns and issues • Gather and relay customer feedback to product development team • Proactively manage client renewals and ensure high retention rates • Monitor customer success metrics and KPIs

Requirements

• Bachelor's degree in a related field; MBA or advanced degree preferred • Minimum of 8 years of relevant experience customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience • 3 years of experience in customer success with SaaS or PaaS solutions • Experience working in the life sciences industry, with preferred experience working in the R&D space for clinical drug development with pharma or biotech customers • Experience working in a startup environment or in a scaling division within a larger organization • Experience managing accounts and customer relationships, with successful track record of retaining and growing accounts • Excellent communication skills, with the ability to present complex ideas clearly and persuasively • Exceptional critical thinking and problem-solving skills, with the ability to synthesize complex information into actionable insights • Demonstrated ability to communicate with both technical and non-technical stakeholders

Benefits

• This role is also eligible for a discretionary annual bonus • health insurance • retirement savings benefits • life insurance and disability benefits • parental leave • paid time off for sick leave and vacation • among other benefits