Customer Success Manager

Summary

Join Quartzy as a Customer Success Manager and build strong relationships with users, guiding them to achieve success with the platform. You will oversee customer lifecycle management, manage renewals, conduct regular check-ins, collaborate with sales teams, create reports, lead training sessions, manage escalations, identify upsell opportunities, and provide product feedback. This role requires strong communication, multitasking, and organizational skills, along with 2+ years of experience in customer success, sales, or account management (SaaS preferred). A bachelor's degree or equivalent experience is needed, and tech savviness with Salesforce, Outreach, and Looker is a plus. Quartzy offers a mission-driven culture, generous time off, an internet stipend, great gear, and a competitive salary and benefits package.

Requirements

• 2+ years customer success, 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, Looker, and other sales automation/enablement tools)

Responsibilities

• Oversee the customer lifecycle management and identify areas for optimization
• Manage renewals for assigned accounts
• Conduct regular customer check-ins and SaaS business reviews to assess progress, gather feedback and discuss future goals
• Collaborate with Sales/Success teams to drive incredible renewal rates and minimize churn
• Create and deliver customized reports, presentations, and performance insights to demonstrate the impact of our solutions
• Lead customer training sessions, workshops, and demonstrations to enhance product knowledge and usage
• Manage customer escalations and ensure issues are resolved quickly and effectively
• Discover and identify upsell/cross sell opportunities to maximize customer growth
• Report customer product feedback to Product and Engineering teams

Preferred Qualifications

• Quartzy experience preferred
• 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