Customer Success Manager
On-siteEstherville, Iowa, United States
Job Summary
Guide new customers through onboarding, ensuring pre-partnership expectations are transferred to deployment plans and reflected in Sapio plans. Cultivate strong, trusting relationships through regular communication, QBRs, and milestone surveys to track satisfaction and customer health. Proactively monitor accounts to identify challenges, offering empathetic solutions while developing success plans to drive adoption and retention. Consult on best practices for data management, laboratory execution, and AI adoption, and assist customers in understanding ELN/LIMS and AI terminology. Collaborate with the Commercial team to develop Account Plans and messaging aligned with client strategic goals. Actively pursue contact expansion within accounts to identify new opportunities, and serve as an internal advocate to ensure customer needs are met. Coordinate workshops and webinars to educate clients on product features and maximize their success.
Required Qualifications
- Bachelor's degree in Bioinformatics/Laboratory informatics, Information technology with scientific applications, Life Sciences, Scientific computing or Data Management, Hospitality, Communications or Public Relations or a related field
- Experience in Customer Success in Life Sciences: Prior experience (10+ yrs) in customer success or account management-related roles in scientific software industries
- Empathetic Communication Skills: Strong interpersonal skills with a focus on empathy, patience, and understanding
- Problem-Solving Skills: Ability to anticipate challenges and provide creative, customer-centered solutions
- Organizational Skills: Strong organization and multitasking abilities to manage multiple customers' needs and schedules effectively
- Team-Oriented Mindset: Collaborative spirit, with a genuine desire to work closely with team members to enhance customer satisfaction
- Proficiency with CRM and customer success tools
- Global travel to client sites
Desired Qualifications
- experience in survey data analysis
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