Customer Success Manager

TetraScience is the Scientific Data and AI Cloud company with a mission to radically improve and extend human life. TetraScience combines the world’s only open, purpose-built, and collaborative scientific data and AI cloud with deep scientific expertise across the value chain to accelerate and improve scientific outcomes. TetraScience is catalyzing the Scientific AI revolution by designing and industrializing AI-native scientific data sets, which it brings to life in a growing suite of next generation lab data management products, scientific use cases, and AI-based outcomes.

Our core values, defined and embodied by Tetra Leadership, are designed to guide our behaviors, actions, and decisions such that we operate as one. We are looking to add individuals to our team that demonstrate and also embody the following values:

• Transparency and Context- We execute on our ambitious mission by starting with radical data transparency and business context. We openly and proactively share all vital data and make it actionable, so our employees and stakeholders can solve any problem presented to them.
• Trust and Collaboration- We are committed to always communicating openly and honestly at every level of the organization, functionally, cross-functionally, internally, and externally. Empowering our employees will drive positive change across our entire ecosystem.
• Fearlessness and Resilience- We must be fearless and resilient to fulfill our potential. We proactively run toward challenges of all types, we unblinkingly acknowledge and confront the brutal facts - which all innovative growth companies invariably face – and we embrace uncertainty and take calculated risks.
• Alignment with Customers- We know that our customers’ success is our success. We are honored and humbled by their commitment to us, and we are completely committed to ensuring they achieve their mission to unlock the world’s most important scientific innovations.
• Commitment to Craft- We take our craft seriously and seek to be best-in-class in all we do, regardless of our functional role, seniority, or tenure. We are members of one team that combines intellectual horsepower and curiosity, humility, and empathy to ensure we are always learning and evolving.
• Equality of Opportunity- We cannot imagine our journey without a workforce which reflects humanity’s diversity. We seek out the best of the best who bring with them unique and invaluable perspectives and talents and embody our common values - regardless of gender, ethnicity, race, or age.

• 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 theTetra 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

What you have done:

• 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.
• Preferred: General understanding of Life Sciences R&D processes and scientific concepts
• Preferred: General understanding of SQL and table design
• Preferred: 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

• 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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