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Customer Success Manager

6 days, 5 hours 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
51-250
Founded 2004
View All Jobs 7

Description

  • Build and maintain trusted customer relationships through regular communication, support, and QBRs.
  • Consult customers on best practices for data management, laboratory execution, and AI exploration and adoption.
  • Drive product usage, time to value, and user adoption while tracking customer health KPIs.
  • Partner with the commercial team to create account plans, action plans, and customer messaging.
  • Serve as the internal customer advocate and coordinate across teams to resolve customer needs.
  • Guide new customers through onboarding and ensure expectations and goals are carried into deployment plans.
  • Develop and execute customer success plans to improve adoption, satisfaction, and retention.
  • Monitor customer accounts and health metrics to identify risks and proactively address issues.
  • Educate customers through workshops, webinars, check-ins, and milestone surveys.
  • Design hospitality-driven customer touchpoints and support contact expansion within accounts.

Requirements

  • Bachelor’s degree in bioinformatics, laboratory informatics, IT with scientific applications, life sciences, scientific computing, data management, hospitality, communications, public relations, or a related field.
  • 10+ years of experience in customer success or account management roles in the scientific software industry.
  • Strong interpersonal communication skills with empathy, patience, and understanding.
  • Ability to anticipate challenges and provide creative, customer-centered solutions.
  • Strong organizational and multitasking skills to manage multiple customers and schedules.
  • Collaborative, team-oriented mindset with a focus on customer satisfaction.
  • Proficiency with CRM and customer success tools.
  • Experience with survey data analysis is a plus.
  • Global travel to client sites is required.

Benefits

  • Inclusive and accessible recruitment process with reasonable adjustments available.
  • Commitment to diversity, equity, and inclusion.
  • Opportunity to work in a collaborative, forward-thinking environment.
  • Chance to support meaningful work in scientific discovery and diagnostics.

Interested in this position?

Apply directly on the company website

Apply Now

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