Customer Success Manager with Lab Management Experience

Summary

Quartzy is seeking an ambitious Customer Success Manager to build lasting relationships with our amazing users. In this role, you'll guide customers in setting goals, expanding their use of the platform and ensuring continued success with Quartzy.

You're a self-starter – curious, resourceful and confident working with a diverse range of personas. You understand the sales mindset but thrive in process-driven environments. You're a clear communicator who can adapt your approach to suit various learning styles, whether through 1:1 meetings, product tours, webinars, help docs, etc. to best accommodate users' needs. You collaborate effectively across teams and are energized by delivering high-impact customer experiences. Demonstrating new features, identifying optimization opportunities, and removing roadblocks are your strengths. You're also skilled at managing escalations with professionalism and care. If this sounds like you, we'd love to meet you

Why Quartzy

Quartzy is the world's #1 lab management platform. Every day, hundreds of thousands of scientists from all over the world improve the efficiency of their research by using Quartzy. Our software combines lab resource management and eCommerce, producing unique value in this large market, returning time to researchers who can focus on their next discoveries. Our customers range from companies working on COVID testing and therapies, to wine makers, to food and ag companies. We are humbled every day to serve them.

• Conduct regular customer check-ins and SaaS business reviews to assess progress, gather feedback and discuss future goals
• Lead customer training sessions, workshops, and demonstrations to enhance product knowledge and usage
• Proactively identify ways your assigned accounts can uncover more value from our platform and identify areas for optimization
• Collaborate with Sales/Success teams to drive incredible renewal rates and minimize churn. This may also include managing the renewals for assigned accounts.
• Create and deliver customized reports, presentations, and performance insights to demonstrate the impact of our solutions
• Manage customer escalations and ensure issues are resolved quickly and effectively
• Discover upsell/cross sell opportunities to maximize customer growth
• Report customer product feedback to Product and Engineering teams

• 2-3 years experience in lab management or lab operations in the Biotech industry
• Prefer someone who is looking to move into Customer experience career path.
• Experience training employees and doing presentations.
• Experience using any accounting software: , QuickBooks Online, Netsuite, ERPs (Coupa, Workday, Jaggaer, SAP).
• Bachelor's degree or relevant work experience
• Quartzy experience preferred
• Travel 4-6 times a year to visit customers on-site or other work events
• Strong multi-tasking and organizational skills
• Fantastic written and verbal communication
• Eager to learn and grow

• Mission-Driven Culture - We care deeply about helping scientists advance scientific research and we hope you do too
• Transparency - Weekly all company stand ups, monthly town halls, quarterly state of the start ups and anytime access to co-founders
• Generous Time Off - Take the time you need, when you need it
• Internet Stipend - Quartzy provides a monthly stipend for your internet service
• Great Gear - We'll set you up for success with the latest tech and help you outfit your home office.

Salary range: $70k - 84K (plus $8-$10K bonus)

Quartzy takes a market-based approach to pay, and pay may vary depending on your location. The salary range for this position represents the low, middle, and high end of the salary possibilities for this position based on all US locations. To determine starting pay we carefully consider a variety of factors, including primary work location and an evaluation of a candidate's skills, experience, market demands, and internal parity. Salary is just one component of our total rewards package. The salary ranges may be modified in the future.

All regular full-time employees are also eligible for the corporate bonus program, excluding sales who are eligible for performance based variable sales incentives. Additionally, full time employees receive medical, dental and vision coverage with generous premium contributions for both employees and their families, the option of a Health Savings Account with employer match, company paid disability and life insurance with opportunity to add additional coverage for you and your family.

Quartzy provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. As part of this policy and legal compliance, Quartzy will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship would result. Quartzy will also accommodate a religious belief or practice (including religious dress and grooming practices, such as religious clothing or hairstyles) if the accommodation is reasonable and will not impose an undue hardship.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Quartzy, Inc. will comply with any and all applicable local, city, county, state and federal laws, regulations and orders now in effect or which may hereafter be enacted.

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Does this sound like you? We'd love to hear from you. We'd love to hear from you if so.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.