QuartzBio (www.quartz.bio) is a data and information management Software as a Service (SaaS) company that transforms sample and biomarker data to accelerate and power drug development. Our proprietary AI-powered, Biomarker Intelligence Platform, enables precision medicine at scale.

As a Customer Success Manager with QuartzBio, you will drive customer retention and growth, support product onboarding and user adoption, serve as the voice of the customer, manage risk and opportunities/threats, use data to monitor customer engagement, and coordinate cross-functional teams under common goals/objectives.

Job Summary:

Key Responsibilities:
• Customer Onboarding: lead the onboarding process for new customers by understanding customer needs, facilitating QuartzBio product onboarding, and establishing a governance framework to manage/monitor ongoing interactions
• Change Management: support the customer through the organizational change by ensuring effective user training and business process alignment towards user adoption
• Relationship Management: establish and maintain strong, long-term relationships with customers
• Product Expertise: develop a deep understanding of QuartzBio products and services, staying up to date with product enhancements and evolution within the business
• Customer Advocacy: encourage and facilitate customer advocacy by identifying success stories, case studies, and references that can be shared within the community
• Account Growth: identify opportunities for upselling and cross-selling QuartzBio products, and work with the sales team to maximize account growth and revenue
• Issue Resolution: address and resolve customer concerns and issues in a timely and effective manner, collaborating with internal teams to ensure customer satisfaction
• Customer Feedback: gather and relay customer feedback to the product development team for continuous product improvement
• Renewals and Retention: proactively manage client renewals and ensure high retention rates, working to prevent customer churn including awareness of how to navigate champions, influencers, blockers, decision makers and buyers.
• Metrics and Reporting: monitor customer success metrics and KPIs, including usage statistics and user engagement and report on progress via business reviews and governance meetings

Qualifications:
• Bachelor's degree in a related field; MBA or advanced degree preferred.
• Minimum of 8 years of relevant experience customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience.
• 3 years of experience in customer success with SaaS or PaaS solutions.
• Experience working in the life sciences industry, with preferred experience working in the R&D space for clinical drug development with pharma or biotech customers
• Experience working in a startup environment or in a scaling division within a larger organization.
• Experience managing accounts and customer relationships, with successful track record of retaining and growing accounts
• Excellent communication skills, with the ability to present complex ideas clearly and persuasively.
• Exceptional critical thinking and problem-solving skills, with the ability to synthesize complex information into actionable insights.
• Demonstrated ability to communicate with both technical and non-technical stakeholders.

Leadership Expectations:
• Ability to communicate clearly and directly with others to help address concerns or issues.
• Help management to identify and solve problems that arise within the team, and escalate issues as needed.
• Understand and empathize with their team members' situations and feelings, building a positive and supportive work environment.
• Manage their time effectively, setting priorities, and managing multiple tasks and work streams simultaneously.
• Make decisions that are in the best interest of the team and the organization, taking into account the perspectives of all stakeholders and balancing competing priorities.
• Help their team members prioritize their work to ensure that goals are achieved on time.
• Take part in leadership training around emotional intelligence, communication, feedback, and other relevant programs to help build leadership skills.

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