Engagement Manager/Director (Customer Success) – Cloud Data & Life Science
Our client is a pioneering Scientific Data and AI Cloud company, distinguished by its unique, open, and purpose-built platform that integrates deep scientific expertise with cutting-edge technology. The company is dedicated to accelerating and enhancing scientific outcomes through its collaborative cloud solution and comprehensive value chain support.
Role Overview:
- We are seeking a dedicated Engagement Manager/Director (Customer Success) to join our team. This role involves managing and optimizing the customer experience through a customer-centric approach, ensuring retention, expansion, and overall satisfaction.
Responsibilities:
- Provide an exceptional customer experience by adopting a customer-first mindset.
- Take ownership of all facets of customer relationships, including retention, expansion, and satisfaction (evaluated through NPS and CSAT).
- Oversee the renewal process and identify new scientific business opportunities that align with customer goals and vision, with support from the scientific team as needed.
- Develop and implement customer success metrics focused on adoption, expansion, and retention.
- Conduct Quarterly Business Reviews (QBRs) and presentations to accelerate time-to-value.
- Engage proactively with existing customers to ensure ongoing adoption and satisfaction.
- Manage the customer onboarding process, including the design and execution of tailored customer success plans.
- Build strong relationships with customers to understand their needs and maximize value.
- Capture and analyze customer feedback to address issues promptly.
- Collaborate with internal teams such as sales, delivery engineers, and Product to use customer feedback for guiding success strategies.
- Partner with the Product team to advocate for customer feedback and influence the product roadmap.
- Monitor key success metrics including NPS, CSAT, and Success Plan objectives, providing regular status updates and reviews.
- Utilize data insights to track progress, performance, and priorities.
Qualifications:
- Proven experience in a customer success role within a cloud data environment.
- Strong customer-centric mindset with meticulous attention to detail.
- Excellent communication skills to coordinate effectively with sales, marketing, and engineering teams.
- Minimum of 7 years of experience in Customer Success, Professional Services, or Consulting in an Enterprise SaaS context, with the ability to build relationships with users, decision-makers, and stakeholders.
- Professional and/or Collegiate Life Science experience in a lab for either R&D, Drug Manufacturing/Discovery, Clinical Trials, Instrumentation, etc.
- Required knowledge of software development and cloud-based data infrastructure (AWS, GCP, Azure).
- Capability to translate customer needs into Product requirements.
- Ability to quickly establish trust with Senior Level Business, Scientific, and IT leaders in leading BioPharma organizations.
- Commitment to delivering an exceptional customer experience.
- Self-motivated, adaptable, and able to thrive in a dynamic startup environment with evolving processes.
- Willingness to travel occasionally (10-20%) for customer meetings and workshops.
- Preferred: General understanding of Life Sciences R&D processes and scientific concepts.
- Preferred: Familiarity with SQL and table design.
- Preferred: BS or M.Sc. in Biology, Biotechnology, Bioengineering, Information Technology, or related field, and/or 5+ years of experience in Life Sciences, SaaS/PaaS, or software technology.
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