Customer Success Manager

Summary

Join Quartzy as a Customer Success Manager to spearhead the renewals process for mid-market accounts. You will cultivate relationships with existing users, enhance platform adoption, and ensure customer retention. This role demands a self-motivated, process-driven individual with exceptional communication skills. You will collaborate with various teams to optimize customer experiences and identify opportunities for growth. The ideal candidate possesses strong technical and analytical abilities and a proven track record in sales or account management. Quartzy offers a mission-driven culture, generous benefits, and opportunities for professional growth.

Requirements

• 2+ years sales, or account management experience (SaaS preferred)
• Strong multi-tasking and organizational skills
• Fantastic written and verbal communication
• Eager to learn and grow
• Bachelor's degree or considerable and relevant work experience
• A tech savvy person who is experienced working with a variety of different technology (we use Salesforce, Outreach, and other sales automation/enablement tools)

Responsibilities

• Own, drive and lead the renewals process for mid-market accounts
• Collaborate with the Sales/Success Management team to drive the renewal process for Enterprise customers to preserve and enhance customer contracts and relationships
• Establish and maintain standard operating procedures for mid-market account subscription renewals
• Proactively engage with customers and internal teams to coordinate upcoming subscription renewals
• Maintain and report an accurate rolling 90-day forecast of renewals
• Negotiate and execute renewal contracts that align to customer goals
• Work closely with Sales/Success team to drive incredible renewal rates and minimize churn
• Understand customer experience/context and provide product suggestions and training to best serve their goals
• Participate in or lead annual/quarterly account reviews, and lead Renewals Meetings as needed
• Discover and identify upsell/cross sell opportunities upon contract renewal to maximize customer growth
• Report customer product feedback to Product and Engineering teams

Preferred Qualifications

Interest (or a background) in life sciences is preferred

Benefits

• Mission-Driven Culture - We care deeply about helping scientists advance scientific research and we hope you do too!
• Transparency - Weekly all company stand ups, monthly town halls, quarterly state of the start ups and anytime access to co-founders
• Generous Time Off - Take the time you need, when you need it
• Internet Stipend - Quartzy provides a monthly stipend for your internet service
• Great Gear - We’ll set you up for success with the latest tech and help you outfit your home office
• $70,000 - $84,000 a year
• All regular full-time employees are also eligible for the corporate bonus program, excluding sales who are eligible for performance based variable sales incentives
• Additionally, full time employees receive medical, dental and vision coverage with generous premium contributions for both employees and their families, the option of a Health Savings Account with employer match, company paid disability and life insurance with opportunity to add additional coverage for you and your family