SaaS Customer Success Manager

QuartzBio (www.quartz.bio) is a data and information management Software as a Service (SaaS) company that transforms sample and biomarker data to accelerate and power drug development. Our proprietary AI-powered, Biomarker Intelligence Platform, enables precision medicine at scale. 

As a Customer Success Manager with QuartzBio, you will 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. 

Job Summary: 

Key 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

Qualifications: 
• 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 …