Customer Success Manager
6 days ago
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 DescriptionWe 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.
- 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.
- 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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