QuartzBio, part of Precision for Medicine · 8 hours ago

SaaS Customer Success Manager

United States

Full-time

Remote

Senior Level, Lead/Staff

$109K/yr - $163K/yr

8+ years exp

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Responsibilities

Customer Onboarding: lead the onboarding process for new customers by understanding customer needs, facilitating QuartzBio product onboarding, and establishing a governance framework to manage/monitor ongoing interactions

Change Management: support the customer through the organizational change by ensuring effective user training and business process alignment towards user adoption

Relationship Management: establish and maintain strong, long-term relationships with customers

Product Expertise: develop a deep understanding of QuartzBio products and services, staying up to date with product enhancements and evolution within the business

Customer Advocacy: encourage and facilitate customer advocacy by identifying success stories, case studies, and references that can be shared within the community

Account Growth: identify opportunities for upselling and cross-selling QuartzBio products, and work with the sales team to maximize account growth and revenue

Issue Resolution: address and resolve customer concerns and issues in a timely and effective manner, collaborating with internal teams to ensure customer satisfaction

Customer Feedback: gather and relay customer feedback to the product development team for continuous product improvement

Renewals and Retention: proactively manage client renewals and ensure high retention rates, working to prevent customer churn including awareness of how to navigate champions, influencers, blockers, decision makers and buyers.

Metrics and Reporting: monitor customer success metrics and KPIs, including usage statistics and user engagement and report on progress via business reviews and governance meetings

Qualification

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Customer Success ManagementSaaS SolutionsLife Sciences ExperienceAccount ManagementAdvanced DegreeStartup Environment ExperienceMetrics

Required

Bachelor's degree in a related field.

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 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.

Preferred

MBA or advanced degree preferred.

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.