Customer Success Manager

Summary

Join QuartzBio as a Customer Success Manager and ensure clients maximize the value of our Precision Medicine AI Agent Platform. You will work closely with stakeholders, monitor product adoption, and identify opportunities to enhance their experience. Build strong relationships and provide strategic guidance to drive customer satisfaction. Collaborate with internal teams to advocate for customer needs, resolve issues, and contribute to continuous improvement. Your insights will influence product development and service enhancements. Lead onboarding, manage change, and cultivate customer success stories. Proactively identify upsell opportunities and manage renewal cycles.

Requirements

• Bachelor’s degree related field and a minimum of 8 years of relevant experience customer success, solution delivery, practice management, customer-facing consulting, portfolio management experience or relevant work experience within the customer industry
• 4-6 years of experience working in a customer-facing role and leading projects
• 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
• Basic knowledge of project management processes and tools (e.g. project scheduling, budgeting, status reporting)
• Ability to write complex reports in a clear and concise manner
• Proven leadership and project management skills
• Follows Company's Principles and code of ethics on a day-to-day basis
• Shows appreciation for individual talents, differences, and abilities of fellow team members
• Listen and responds with appropriate actions
• Supports change initiatives and continuous process improvements
• Communicates effectively and appropriately with colleagues, supervisors and clients

Responsibilities

• Lead the end-to-end onboarding process by aligning on customer goals, facilitating product implementation, and establishing governance frameworks to support long-term success
• Guide customers through organizational change by ensuring effective user training, business process alignment, and strategies that drive adoption
• Build and maintain strong, strategic relationships with key stakeholders, acting as a primary point of contact and trusted advisor
• Maintain deep knowledge of QuartzBio’s evolving product suite to provide expert guidance and ensure customers are leveraging the platform effectively
• Identify and cultivate customer success stories, references, and case studies to promote advocacy within the broader community
• Proactively identify upsell and cross-sell opportunities, collaborating with Sales to drive account expansion and revenue growth
• Own the resolution of complex customer issues by coordinating with internal teams and ensuring timely, effective outcomes
• Capture and synthesize customer feedback to inform product development and service enhancements
• Manage renewal cycles with a focus on maximizing retention, navigating stakeholder dynamics including champions, influencers, blockers, and decision-makers
• Monitor and report on key success metrics such as usage, engagement, and satisfaction through regular business reviews and governance meetings
• Provide expertise and guidance to team members
• Lead and manage complex projects or functional areas
• Actively contributes to the development of departmental strategies
• Continuously improve technical skills and stay up to date with emerging technologies
• Meets budgets and schedules for the entire project lifecycle
• Other duties as assigned

Benefits

• Health insurance
• Retirement savings benefits
• Life insurance
• Disability benefits
• Parental leave
• Paid time off for sick leave and vacation
• Discretionary annual bonus