200+ applicants

Company

Sapio Sciences · 1 day ago

Customer Success Manager

United States

Full-time

Remote

Senior Level, Lead/Staff

10+ years exp

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Responsibilities

Ability to assist customers and understand the scientific language of ELN/LIMS

Drive usage, time to value, and user adoption and produce KPI continuously to management team.

Cultivate and maintain strong, trusting relationships with customers through regular, personalized communication and support.

Actively listen to customer needs and concerns, displaying empathy and a solution-oriented approach in every interaction.

Serve as the customer’s advocate internally, collaborating with other departments to ensure their voice is heard and their needs are met.

Track and report on customer success metrics and KPIs to inform strategic improvements.

Guide new customers through a welcoming onboarding process, focusing on clear, friendly, and supportive communications to ensure they feel confident with our products/services.

Develop and implement onboarding materials, including how-to guides and welcome kits, designed with a hospitality touch that makes customers feel comfortable and supported.

Proactively monitor customer accounts to identify any challenges they may be experiencing and offer empathetic, proactive solutions.

Develop and execute customer success plans to drive adoption, satisfaction, and retention.

Maintain close customer communication, gathering feedback at key milestones and sharing insights with internal teams.

Conduct milestone surveys to track satisfaction, guiding customers through each stage from implementation to post-go live.

Monitor customer health metrics to proactively identify and address potential risks.

Resolve customer issues promptly with a calming, solution-driven approach that minimizes customer stress and frustration.

Anticipate needs and provide tailored support, ensuring each customer feels respected and valued.

Coordinate with internal teams, customer workshops, webinars, and check-ins, aimed at educating customers on product features, best practices, and tips that can maximize their success.

Be a customer advocate internally, highlighting areas where customer experience can be improved and advocating for changes with a focus on empathy and understanding.

Strive for 100% referenceable customer base.

Design and implement customer touchpoints with a hospitality mindset, ensuring every interaction feels personable, attentive, and helpful.

Take a concierge-style approach to customer needs, going above and beyond in helping them access the resources, training, or support they need to thrive.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer Success ManagementEmpathetic CommunicationCRM Tools ProficiencyData AnalysisHospitality ExperienceScientific Language UnderstandingOnboarding Process DevelopmentTeam-Oriented Mindset

Required

Bachelor’s degree in Bioinformatics/ Laboratory informatics, Information technology with scientific applications, Life Sciences, Scientific computing or Data Management, Hospitality, Communications or Public Relations or a related field.

Prior experience (10+ yrs) in customer success, account management, or a hospitality-related role in a scientific software industries.

Strong interpersonal skills with a focus on empathy, patience, and understanding.

Ability to anticipate challenges and provide creative, customer-centered solutions.

Strong organization and multitasking abilities to manage multiple customers’ needs and schedules effectively.

Collaborative spirit, with a genuine desire to work closely with team members to enhance customer satisfaction.

Proficiency with CRM and customer success tools, with experience in survey data analysis as a plus.

Global travel to client sites.