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QuartzBio, part of Precision for Medicine · 2 days ago
SaaS Customer Success Manager
United States
Full-time
Remote
Senior Level
$109K/yr - $163K/yr
8+ years exp
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Insider Connection @QuartzBio, part of Precision for Medicine
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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Required
Bachelor's degree in a related field; MBA or advanced degree preferred.
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 the life sciences industry, with preferred experience working in the R&D space for clinical drug development with pharma or biotech customers
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.
Benefits
Discretionary annual bonus
Health insurance
Retirement savings benefits
Life insurance and disability benefits
Parental leave
Paid time off for sick leave and vacation
Company
QuartzBio, part of Precision for Medicine
At QuartzBio, we help overcome the data chaos inherent in modern drug development.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
David Caplan
VP, SaaS Solutions
Company data provided by crunchbase
