Customer Success Manager

Salary Range: 145000 to 185000 (Currency: USD) (Pay period: per-year-salary)

Role Summary

The role requires an experienced professional who can deliver strategic insights combined with an outcome focused mindset, ensuring our customers feel guided, consulted, valued, understood, and empowered. Responsible for fostering strong relationships while creating new contacts, anticipating needs, and going above and beyond to provide exceptional experiences for each customer.  Living the Sapio brand and becoming a trusted partner will guide all activities. It is also critical to ensure our customers realize the full potential of our solutions, supporting long-term value realization, and meeting strategic objectives. The CSM will work closely with customers and internal teams to proactively identify areas for improvement, helping drive growth and ongoing success.

Key Responsibilities

Customer Relationship Management

• Ability to assist customers and understand the scientific language of ELN/LIMS and AI
  Provide customer consultation on best practice related to data management, laboratory execution and AI exploration and adoption
• Drive usage, time to value, and user adoption while developing and tracking  KPIs  to measure Customer Health and report accurately to the management team.
• Cultivate and maintain strong, trusting relationships with customers through regular, personalized communication and support including QBRs.
• Develop and identify new opportunities for Sapio to deliver value to clients aligned with existing and emerging solutions.
• Work in partnership with Commercial team to develop Account Plans, action plans and messaging in order to align activities across the customer life cycle that align with client strategic goals and business initiatives. 
• Actively listen to customer needs and concerns, displaying empathy and a solution-oriented approach in every interaction.
• Serve as the customer’s advocate internally, collaborating with other departments to ensure their voice is heard and their needs are met.
• Track and report on customer success metrics and KPIs to inform strategic improvements.

Onboarding and Orientation

• Guide new customers through a welcoming onboarding process, focusing on clear, friendly, and supportive communications to ensure they feel confident with our products/services.
• Support new customer onboarding by ensuring pre-partnership expectation and goals are effectively transferred to the post-sale team and reflected in Sapio deployment plans.
• Develop and implement onboarding materials for the Sapio partnership
Customer Support and Issue Resolution
• Proactively monitor customer accounts to identify any challenges they may be experiencing and offer empathetic, proactive solutions.
• Develop and execute customer success plans to drive adoption, satisfaction, and retention.
• Maintain close customer communication, gathering feedback at key milestones and sharing insights with internal teams.
• Conduct milestone surveys to track satisfaction, guiding customers through each stage from implementation to post-go live.
• Monitor customer health metrics to proactively identify and address potential risks.
• Resolve customer issues promptly with a calming, solution-driven approach that minimizes customer stress and frustration.
• Anticipate needs and provide tailored support, ensuring each customer feels respected and valued.

Customer Education and Advocacy
• Coordinate with internal teams, customer workshops, webinars, and check-ins, aimed at
  educating customers on product features, best practices, and tips that can maximize their success.
• Actively pursue contact expansion increasing our network inside the account with a focus on altitude elevation and horizontal expansion with the goal of finding new opportunities to solve the client’s most important problems.
• Be a customer advocate internally, highlighting areas where customer experience can be
  improved and advocating for changes with a focus on empathy and understanding.
• Strive for 100% referenceable customer base

Hospitality-Driven Engagement
• Design and implement customer touchpoints with a hospitality mindset, ensuring every
  interaction feels personable, attentive, and helpful.
• Take a concierge-style approach to customer needs, going above and beyond in helping them access the resources, training, or support they need to thrive.

Requirements

Education/Experience

• 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.

Required Skills & Abilities
• 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-centred 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, with experience in survey data analysis as a plus.
• Global travel to client sites
• Must be located in the Eastern Time Zone of the United States.