Customer Success Manager

6 days ago


Boston, Massachusetts, United States TetraScience Full time
About TetraScience

TetraScience is a pioneering Scientific Data and AI Cloud company dedicated to revolutionizing the scientific landscape. Our mission is to accelerate and improve scientific outcomes by harnessing the power of open, purpose-built, and collaborative scientific data and AI.

Job Description

We are seeking a highly skilled Customer Success Manager to join our team. As a key member of our customer-facing team, you will be responsible for delivering an elite customer experience by employing a customer-centric approach.

Key Responsibilities
  • Own all aspects of customer relationships, including retention, expansion, and satisfaction, measured by NPS and CSAT.
  • Manage the renewal experience and identify new scientific business case opportunities aligned to customers' objectives and vision.
  • Implement customer success metrics around adoption, expansion, and retention.
  • Run QBRs and speed to value presentations.
  • Proactively engage with customers to ensure continued adoption and satisfaction.
  • Manage customer onboarding, including design and execution of personalized customer success plans.
  • Build close relationships with customers to understand their needs and maximize value.
  • Capture and analyze customer feedback to resolve issues in a timely manner.
  • Collaborate with internal stakeholders to analyze customer feedback and guide customer success.
  • Advocate for customer feedback and incorporate insights into the Tetra product roadmap.
  • Own key success metrics, including NPS, CSAT, and Success Plan objectives, through timely status updates and customer reviews.
Requirements
  • Experience in a cloud data customer success team is required.
  • Absolute customer-centric mindset and meticulous attention to detail.
  • Excellent communication skills to align with sales, marketing, and engineering stakeholders.
  • Minimal 7+ years of Customer Success, Professional Services, or Consulting experience in an Enterprise SaaS environment.
  • Understanding of software development and cloud-based data infrastructure (AWS, GCP, Azure).
  • Ability to translate customer requests into Product requests.
  • Ability to 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 able to thrive in a fast-paced startup environment.
  • Ability to travel on occasion for in-person meetings and workshops.
What We Offer
  • 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, including remote work.


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