Customer Success Manager

Customer Success for a Pioneering Biotech Company!

Are you a Customer Success professional with a passion for science and a knack for building lasting relationships? Our client, a rapidly growing biotech company, is seeking a Customer Success Manager to play a foundational role in scaling their customer experience.

In this position, you'll be the key partner for scientists, labs, and institutions, ensuring their success from day one. If you're a proactive, collaborative, and customer-obsessed individual who wants to make a real impact, this is the perfect opportunity for you!

As a Customer Success Manager, youll own the entire customer lifecycle. Your responsibilities will include:

• Owning the Customer Journey: Manage the customer lifecycle from seamless onboarding and proactive support to renewal and expansion.
• Building Trusted Relationships: Develop strong partnerships with key scientific and institutional stakeholders to understand their needs and challenges.
• Driving Cross-Functional Collaboration: Work closely with sales, lab operations, and product teams to ensure fast, accurate delivery of results.
• Proactive Problem-Solving: Identify and address customer needs before they become issues, escalating when appropriate to ensure a smooth experience.
• Monitoring Success: Track account health and usage metrics to drive product adoption and identify opportunities for growth.
• Serving as the Voice of the Customer: Capture valuable feedback from the field and translate it into actionable insights to help shape future products and services.
• Building for Scale: Help create and refine the processes, systems, and playbooks that will allow the customer success function to grow with the company.
• Educating and Empowering: Educate customers on new product capabilities, best practices, and how to maximize the value they get from the platform.

What You'll Bring

Were looking for a passionate professional who is eager to contribute to a culture of scientific excellence and customer obsession.

• 6-8 years of experience in customer success, account management, or client-facing roles in life science/biotech companies.
• Ability to distill complex scientific concepts to a broad audience
• The ability to manage multiple priorities in a start-up environment.
• A strong desire to learn and grow within the biotechnology industry.