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Customer Success Manager

16 hours, 15 minutes ago
United States
Full-time
Lead
Customer Success Manager
Customer and Technical Support
CRM
Apply Now
Sapio Sciences

Sapio Sciences

Sapio Sciences provides a science aware™ lab informatics platform with LIMS, ELN, and SDMS software for effortless lab management and collaboration.

Internet Software & Services
51-200
Founded 2004
View All Jobs 9

Description

  • Build trusted customer relationships through personalized communication, support, and quarterly business reviews.
  • Consult customers on best practices for data management, laboratory execution, and AI adoption.
  • Drive product usage, time to value, user adoption, satisfaction, retention, and customer health.
  • Develop and track customer success KPIs and report insights to management.
  • Partner with Commercial and internal teams on account plans, customer goals, deployment plans, and improvement opportunities.
  • Guide new customers through onboarding and develop onboarding materials.
  • Monitor customer accounts and health metrics to identify risks, resolve issues, and provide proactive support.
  • Gather customer feedback through milestone surveys and share insights with internal teams.
  • Coordinate workshops, webinars, and check-ins to educate customers on product features and best practices.
  • Expand relationships within customer accounts and identify opportunities to deliver additional value.

Requirements

  • Must live and work within the US Eastern Time Zone.
  • Bachelor’s degree in bioinformatics, laboratory informatics, life sciences, scientific computing, data management, IT with scientific applications, hospitality, communications, public relations, or a related field.
  • 10+ years of customer success, account management, or related experience in the scientific software industry.
  • Ability to understand scientific ELN/LIMS and AI terminology.
  • Strong empathetic communication, interpersonal, and customer advocacy skills.
  • Ability to anticipate challenges and provide creative, customer-centered solutions.
  • Strong organizational and multitasking skills for managing multiple customer accounts and schedules.
  • Collaborative, team-oriented approach to improving customer satisfaction.
  • Proficiency with CRM and customer success tools; survey data analysis experience is a plus.
  • Ability to travel globally to client sites.

Benefits

  • Remote role for candidates based in the US Eastern Time Zone.
  • Collaborative environment where employee ideas and professional growth are valued.
  • Inclusive and accessible recruitment process with reasonable adjustments available.
  • Equal-opportunity workplace committed to diversity, equity, and inclusion.

Interested in this position?

Apply directly on the company website

Apply Now

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