Customer Success Manager

This is a fully remote position, open to applicants in New Jersey.

📋 Description

• Provide strategic insights with a focus on outcomes to ensure customer satisfaction.

• Build and maintain strong relationships while proactively anticipating needs and delivering exceptional experiences.

• Assist clients in comprehending ELN/LIMS and AI best practices.

• Promote user adoption by establishing and monitoring KPIs to assess Customer Health.

• Develop trusting relationships through personalized communication, including Quarterly Business Reviews (QBRs).

• Formulate Account Plans and action plans to align activities with clients' strategic objectives.

• Support new customers during the onboarding process by ensuring effective communication.

• Oversee customer accounts to identify challenges and offer proactive solutions.

• Conduct milestone surveys and guide customers through each stage of implementation.

• Facilitate internal team coordination for customer workshops and webinars to enhance success.

⛳️ Requirements

• Bachelor’s degree in Bioinformatics, Laboratory Informatics, Information Technology with Scientific Applications, Life Sciences, Scientific Computing, Data Management, Hospitality, Communications, Public Relations, or a related field.

• Extensive experience (10+ years) in Customer Success or account management roles within the scientific software industry.

• Exceptional communication skills with a strong emphasis on empathy, patience, and understanding.

• Strong problem-solving abilities to foresee challenges and deliver innovative, customer-focused solutions.

• Excellent organizational skills with the capability to multitask effectively while managing various customer needs and schedules.

• Team-oriented mindset with a sincere desire to collaborate closely with colleagues to improve customer satisfaction.

• Proficiency in CRM and customer success tools, along with experience in analyzing survey data considered a plus.

🏝️ Benefits

• Commitment to Diversity, Equity & Inclusion.

• Provision for Reasonable Adjustments.

• A collaborative and innovative working environment.

• Comprehensive onboarding support.

• Strong emphasis on organizational and multitasking capabilities.