TetraScience is hiring a
Customer Success Manager
TetraScience
๐ต ~$65k-$97k
๐Remote - United States
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Summary
The job is for a Customer Success Manager at TetraScience, a fast-growing company specializing in scientific data and AI cloud solutions. The role involves managing customer relationships, onboarding, and ensuring customer satisfaction and success. The ideal candidate has experience in a cloud data customer success team, an understanding of software development and cloud-based data infrastructure, and the ability to forge relationships with senior level stakeholders in BioPharma companies.
Requirements
- Experience in a cloud data customer success team is required
- An absolute customer-centric mindset and meticulous attention to details
- Excellent communicator to align with sales, marketing, and engineering stakeholders
- Minimal 7+ years of Customer Success, Professional Services, or Consulting experience in an Enterprise SaaS environment
- Required: An understanding of software development and cloud-based data infrastructure (AWS, GCP, Azure)
- Ability to translate customer requests into Product requests
- Ability to immediately interface and build trust with Senior Level Business, Scientific and IT leaders in top-tier BioPharma companies
Responsibilities
- Deliver an elite customer experience by employing a customer-centric approach
- Manage the renewal experience and identify and define new scientific business case opportunities aligned to the customersโ objectives and vision with support from Tetra scientific team members where appropriate
- Experience implementing customer success metrics around adoption, expansion and retention
- Proactive outreach and engagement with TetraScienceโs existing customers to ensure continued adoption and satisfaction
- Manage customer onboarding with responsibility spanning your accountsโ entire customer journey and experience with TetraScience including design and execution of personalized customer success plan
- Build close relationships with customers to understand their needs with the goal of maximizing value
- Capture and analyze customer feedback to navigate the resolutions of issues in a timely manner
- Collaborate with internal stakeholders such as sales, delivery engineers, and Product to analyze customer feedback and guide customer success
- Collaborate with the Tetra Product team to advocate for customerโs feedback and incorporate insights into Tetra product roadmap
Preferred Qualifications
- Desire to deliver an elite customer experience
- Self-motivated, self-aware, independent, adaptable, and can thrive in a fast-paced startup environment with evolving processes and workflows
- Ability to travel on occasion to customer sites for in-person meetings and workshops. Estimated travel 10-20% depending on customer needs
- General understanding of Life Sciences R&D processes and scientific concepts
- General understanding of SQL and table design
- BS or M.Sc. in Biology, Biotechnology, Bioengineering or Information Technology and/or 5+ years experience in Life Sciences, SaaS/PaaS or software-based tech company
Benefits
- Competitive Salary and equity in a fast-growing company
- Supportive, team-oriented culture of continuous improvement
- Generous paid time off (PTO)
- 100% employer paid benefits for all eligible employees
- Flexible working arrangements - Remote work
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Please let TetraScience know you found this job on JobsCollider. Thanks! ๐