Customer Success Manager
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Job Title: Customer Success Manager
Location: REMOTE
Duration: PERM
Who We Are
We are a Scientific Data and AI Cloud company with a mission to radically improve and extend human life. We combine the world's only open, purpose-built, and collaborative scientific data and AI cloud with deep scientific expertise across the value chain to accelerate and improve scientific outcomes. We are catalyzing the Scientific AI revolution by designing and industrializing AI-native scientific data sets, which it brings to life in a growing suite of next generation lab data management products, scientific use cases, and AI-based outcomes.
Requirements
Deliver an elite customer experience by employing a customer-centric approach Own all aspects of customer relationships including retention, expansion and satisfaction (measured by NPS & CSAT) Manage the renewal experience and identify and define new scientific business case opportunities aligned to the customers objectives and vision with support from Tetra scientific team members where appropriate.
Experience implementing customer success metrics around adoption, expansion and retention
Experience running QBR 's and speed to value presentations
Proactive outreach and engagement with the company's existing customers to ensure continued adoption and satisfaction.
Manage customer onboarding with responsibility spanning your accounts entire
customer journey and experience including design and execution of personalized customer success plan
Build close relationships with customers to understand their needs with the goal of maximizing value
Capture and analyze customer feedback to navigate the resolutions of issues in a timely manner
Collaborate with internal stakeholders such as sales, delivery engineers, and Product to analyze customer feedback and guide customer success
Collaborate with the Product team to advocate for customer s feedback and incorporate insights into Tetra product roadmap
Own key success metrics such as NPS, CSAT, and Success Plan objectives on customer health through timely status updates and customer reviews
Leverage data insights to manage progress, performance, and priorities
What you have done:
Experience in a cloud data customer success team is required
Absolute customer-centric mindset and meticulous attention to details
Excellent communicator to align with sales, marketing, and engineering stakeholders
Minimal 7+ years of Customer Success, Professional Services, or Consulting experience in an Enterprise SaaS environment with the ability to forge relationships with users, decision makers, and influential stakeholders
Required: An understanding of software development and cloud-based data infrastructure (AWS, Google Cloud Platform, Azure)
Ability to translate customer requests into Product requests
Ability to immediately 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 can thrive in a fast- paced startup environment with evolving processes and workflows
Ability to travel on occasion to customer sites for in-person meetings and workshops. Estimated travel 10-20% depending on customer needs.
Preferred: General understanding of Life Sciences Ramped processes and scientific concepts
Preferred: General understanding of SQL and table design
Preferred: BS or M.Sc. in Biology, Biotechnology, Bioengineering or Information
Technology and/or 5+ years experience in Life Sciences, SaaS/PaaS or software-based tech company
Benefits
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 - Remote work.
