Remote Customer Success Manager

Summary

Join QuartzBio as a Customer Success Manager to drive customer retention and growth, support product onboarding and user adoption, serve as the voice of the customer, manage risk and opportunities/threats, use data to monitor customer engagement, and coordinate cross-functional teams under common goals/objectives.

Requirements

• Bachelor's degree in a related field; MBA or advanced degree preferred
• Minimum of 8 years of relevant experience customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
• 3 years of experience in customer success with SaaS or PaaS solutions
• 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

Responsibilities

• Customer Onboarding: lead the onboarding process for new customers by understanding customer needs, facilitating QuartzBio product onboarding, and establishing a governance framework to manage/monitor ongoing interactions
• Change Management: support the customer through the organizational change by ensuring effective user training and business process alignment towards user adoption
• Relationship Management: establish and maintain strong, long-term relationships with customers
• Product Expertise: develop a deep understanding of QuartzBio products and services, staying up to date with product enhancements and evolution within the business
• Customer Advocacy: encourage and facilitate customer advocacy by identifying success stories, case studies, and references that can be shared within the community
• Account Growth: identify opportunities for upselling and cross-selling QuartzBio products, and work with the sales team to maximize account growth and revenue
• Issue Resolution: address and resolve customer concerns and issues in a timely and effective manner, collaborating with internal teams to ensure customer satisfaction
• Customer Feedback: gather and relay customer feedback to the product development team for continuous product improvement
• Renewals and Retention: proactively manage client renewals and ensure high retention rates, working to prevent customer churn including awareness of how to navigate champions, influencers, blockers, decision makers and buyers
• Metrics and Reporting: monitor customer success metrics and KPIs, including usage statistics and user engagement and report on progress via business reviews and governance meetings

Benefits

• Discretionary annual bonus
• Health insurance
• Retirement savings benefits
• Life insurance and disability benefits
• Parental leave
• Paid time off for sick leave and vacation, among other benefits