Customer Success Manager

3 weeks ago


Boston, Massachusetts, United States Seekup Strategies Full time
Customer Success Manager

At Seekup Strategies, we are seeking a dedicated Customer Success Manager to manage and optimize the customer experience through a customer-centric approach, ensuring retention, expansion, and overall satisfaction.

Key Responsibilities:

  • Provide an exceptional customer experience by adopting a customer-first mindset.
  • Take ownership of all facets of customer relationships, including retention, expansion, and satisfaction (evaluated through NPS and CSAT).
  • Oversee the renewal process and identify new scientific business opportunities that align with customer goals and vision, with support from the scientific team as needed.
  • Develop and implement customer success metrics focused on adoption, expansion, and retention.
  • Conduct Quarterly Business Reviews (QBRs) and presentations to accelerate time-to-value.
  • Engage proactively with existing customers to ensure ongoing adoption and satisfaction.
  • Manage the customer onboarding process, including the design and execution of tailored customer success plans.
  • Build strong relationships with customers to understand their needs and maximize value.
  • Capture and analyze customer feedback to address issues promptly.
  • Collaborate with internal teams such as sales, delivery engineers, and Product to use customer feedback for guiding success strategies.
  • Partner with the Product team to advocate for customer feedback and influence the product roadmap.
  • Monitor key success metrics including NPS, CSAT, and Success Plan objectives, providing regular status updates and reviews.
  • Utilize data insights to track progress, performance, and priorities.

Qualifications:

  • Proven experience in a customer success role within a cloud data environment.
  • Strong customer-centric mindset with meticulous attention to detail.
  • Excellent communication skills to coordinate effectively with sales, marketing, and engineering teams.
  • Minimum of 7 years of experience in Customer Success, Professional Services, or Consulting in an Enterprise SaaS context, with the ability to build relationships with users, decision-makers, and stakeholders.
  • Required knowledge of software development and cloud-based data infrastructure (AWS, GCP, Azure).
  • Capability to translate customer needs into Product requirements.
  • Ability to quickly establish trust with Senior Level Business, Scientific, and IT leaders in leading BioPharma organizations.
  • Commitment to delivering an exceptional customer experience.
  • Self-motivated, adaptable, and able to thrive in a dynamic startup environment with evolving processes.
  • Willingness to travel occasionally (10-20%) for customer meetings and workshops.
  • Preferred: General understanding of Life Sciences RD processes and scientific concepts.
  • Preferred: Familiarity with SQL and table design.
  • Preferred: BS or M.Sc. in Biology, Biotechnology, Bioengineering, Information Technology, or related field, and/or 5+ years of experience in Life Sciences, SaaS/PaaS, or software technology.


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