Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage a diverse portfolio of SMB, mid-market, and enterprise clients from the post-go-live phase through to renewal and growth.

• Establish multi-threaded relationships across various departments including lab operations, QA/QC, IT, and leadership.

• Create and sustain Customer Success Plans that align with client objectives, KPIs, and compliance standards.

• Act as an internal advocate for customers, ensuring their feedback drives product and process enhancements.

• Promote platform adoption by reinforcing onboarding practices, providing training, and enabling user engagement.

• Track product utilization, health metrics, and risk indicators to proactively address churn risks.

• Identify and pursue expansion opportunities in collaboration with the Sales team.

• Lead discussions on renewals, ensuring value realization and continuity of contracts.

• Advise customers on best practices regarding LIMS configurations, workflows, and integrations.

• Convert technical concepts into business outcomes for stakeholders who may not have a technical background.

• Collaborate with Implementation, Support, Product, and Engineering teams to troubleshoot issues and enhance results.

• Stay informed about product updates, roadmap changes, and industry developments.

• Monitor and report on customer health, adoption metrics, NPS, renewals, and the expansion pipeline.

• Utilize CRM and Customer Success tools to document interactions, identify risks, and track success milestones.

• Contribute to the development of scalable Customer Success processes, playbooks, and lifecycle automation.

⛳️ Requirements

• Minimum of 3 years’ experience in Customer Success, Account Management, or Implementation within the B2B SaaS sector.

• Experience in supporting sophisticated, configurable software such as LIMS, ELN, QMS, ERP, or similar platforms.

• Strong grasp of SaaS lifecycle management, including renewals and expansion strategies.

• Capability to engage with both technical and non-technical stakeholders effectively.

• Exceptional communication, presentation, and relationship-building abilities.

• Experience in a fast-paced environment working cross-functionally.

• Preferred background in LIMS, life sciences, diagnostics, pharma, biotech, or regulated industries.

• Previous experience in a laboratory setting is preferred.

• Familiarity with GxP, ISO, CLIA, or FDA-regulated laboratory environments is preferred.

• Experience managing enterprise or strategic accounts is preferred.

• Working knowledge of APIs, integrations, or data workflows is preferred.

• Experience with Customer Success tools like Gainsight or Totango, as well as CRM platforms such as Salesforce, is preferred.

🏝️ Benefits

• Competitive salary.

• Comprehensive benefits package.

• Opportunities for professional growth.

• A remote-first, collaborative, and customer-focused culture.

• Chance to help modernize laboratory operations through mission-critical software solutions.

• Opportunity to partner with innovative customers addressing real-world scientific challenges.

• Ability to influence product direction through close collaboration with customers.