Customer Success Manager
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Job Description
Customer Success Manager focused on building relationships and ensuring product adoption within the Life Sciences industry. Involves driving success metrics and managing client accounts.
Responsibilities:
- Maintain strong relationships with customers and ownership of customers’ success through renewal rate, NPS and other metrics that measure customer success.
- Drive strategic development of customer programs and actively pursue opportunities to improve through expansion, enhancements and operational improvements
- Identify opportunities to increase revenue conversion
- Establish initiatives to encourage customer growth and upsell opportunities
- Create and drive value realization throughout the lifecycle
- Proactively identify account risks and drive mitigation strategies
- Work with cross functional partners to develop strategies and materials to increase the quality and efficiency of support to customers and users
- Work with CSM Leaders on business initiatives and other projects
- Work with marketing team to identify customer advocates to participate in feedback opportunities and case studies
- Work with Finance teams to improve revenue predictability for customers
- Assist in the hiring and training of Customer Success Managers
- Perform other duties, assignments, and special projects as time or circumstances demand
Requirements:
- 5+ years working in account management or equivalent role
- 5+ years working in the Life Sciences Industry preferred
- Bachelor's Degree or equivalent combination of education and experience preferred
- Proven proficiency in customer retention, presentation skills and ability to work independently to drive a virtual team to deliver customer success
- Ability to align internal resources to meet customer requirements and deadlines.
- Proven track record of sustaining and growing complex relationships
- Commercial instincts a must with strong leadership, teamwork, & cross-group collaboration skills.
- Be a self-starter with a positive attitude
- Extremely organized, with effective time management skills
Benefits:
- Remote work options
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