SaaS Customer Success Manager

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QuartzBio, part of Precision for Medicine

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Genomics • Flow cytometry • Data sciences • Metagenomics • Translational Research

51 - 200

Description

• Drive customer retention and growth • Support product onboarding and user adoption • 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 the organizational change • Establish and maintain strong, long-term relationships with customers • Develop a deep understanding of QuartzBio products and services • Encourage customer advocacy by identifying success stories • Identify opportunities for upselling and cross-selling QuartzBio products • Address and resolve customer concerns and issues in a timely manner • Gather and relay customer feedback to the 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 in 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 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

• Discretionary annual bonus • Health insurance • Retirement savings benefits • Life insurance • Disability benefits • Parental leave • Paid time off for sick leave and vacation