Remote Customer Success Manager

Summary

Join TetraScience's Scientific Data and AI Cloud company as a Customer Success Manager to deliver an elite customer experience, own customer relationships, and drive business growth.

Requirements

• Experience in a cloud data customer success team is required
• 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 with the ability to forge relationships with users, decision makers, and influential stakeholders
• 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
• 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

Responsibilities

• Deliver an elite customer experience by employing a customer-centric approach
• Own all aspects of customer relationships including retention, expansion and satisfaction (measured by NPS & CSAT)
• Manage the renewal experience and identify and define new scientific business case opportunities aligned to the customers’ objectives and vision with support from Tetra scientific team members where appropriate
• Experience implementing customer success metrics around adoption, expansion and retention
• Experience running QBR's and speed to value presentations
• Proactive outreach and engagement with TetraScience’s existing customers to ensure continued adoption and satisfaction
• Manage customer onboarding with responsibility spanning your accounts’ 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 customer’s feedback and incorporate insights into Tetra product roadmap
• Own key success metrics such as NPS, CSAT, and Success Plan objectives on customer health through timely status updates and customer reviews
• Leverage data insights to manage progress, performance, and priorities

Preferred Qualifications

• 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
• 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