Customer Success Manager

Salary :

Activity area : Pharmaceutical and medical, Technology

Our client provides digital tools and platforms specifically for the life sciences and biotech industries. Their platform is designed to help biotech companies manage laboratory workflows, data, and project management tasks efficiently. They enable labs to automate and streamline their operations, making it easier for scientists to collaborate, track research progress, and manage data effectively. Through their digital solutions, they aim to improve productivity, transparency, and regulatory compliance for biotech and life sciences organizations.

They are looking for a Customer Success Manager (CSM). In this role, you’ll act as the primary advocate for our customers, collaborating with both new and potential clients to understand their scientific workflows and ensure their needs are met. You’ll lead onboarding sessions, integrate customer workflows into our platform, and continually improve the customer experience through strategic process design.

Key responsibilities include:

1. Understanding customer lab workflows
2. Facilitating smooth platform integration
3. Addressing inquiries
4. Coordinating with product and engineering teams for swift resolutions
5. Providing personalized support and training
6. Building lasting client relationships
7. Developing user resources to help customers fully utilize our platform

Skills and qualifications :

We are looking for a candidate with 3+ years in customer success, business operations, or consulting, ideally with wet lab or bioinformatics experience. Strong grasp of lab workflows, excellent communication and problem-solving skills, and the ability to manage relationships and resolve issues. Must be organized, detail-oriented, able to handle multiple priorities, and flexible in supporting clients across time zones.