SaaS Customer Success Manager - Remote, United States

Job Summary:  
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. 

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 …