Customer Success Manager

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November 4

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Citrine Informatics

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Artificial Intelligence • SaaS • Science

Citrine Informatics is an enterprise SaaS platform company that leverages generative artificial intelligence (AI) and materials science to help customers improve materials and chemicals development. By using its AI platform, Citrine enables companies to conduct virtual experiments, optimize product development, and enhance production and sales across various industries such as specialty chemicals, batteries, metals and alloys, and more. Citrine Informatics focuses on helping businesses develop better products faster, adapt to changing regulations, and achieve greater efficiency through the use of machine learning and materials informatics.

51 - 200 employees

🤖 Artificial Intelligence

☁️ SaaS

🔬 Science

💰 $12.6M Venture Round on 2022-11

📋 Description

• Manage the customer-facing experience from contract kickoff to renewal/upsell • Plan for, document, and track the value provided by the Citrine Platform to your group of customers • Collaborate with internal teams to build a best-in-class customer experience and satisfaction • Oversee all interactions and communication with the customer, ensuring delivery against all project milestones and advancing customer value realization, satisfaction, and platform engagement • Uncover and understand any risks that threaten customers’ platform adoption, satisfaction, or renewal; conceive and execute mitigation plans for all risks • Create trust-based relationships with customers, from junior-level through executives, to gather feedback and ensure customer value alignment • Structure, develop, and present on-target business analyses to highlight Citrine’s value propositions • Educate customers on updated features, capabilities, and new product offerings • Act as the liaison between product management and the customer, with a focus on feature collaboration and communicating the Citrine Platform roadmap • Identify and leverage company-wide resources to address customer satisfaction, growth, renewal, risk, and opportunity

🎯 Requirements

• 5+ years of customer success enterprise SaaS experience, or other highly related experience. • Undergraduate degree, or equivalent experience, in a scientific or technical field such as statistics or CS • Superb communication and presentation skills -- demonstrated experience presenting to senior executives and ability to seamlessly transition between conversations with execs, technical leadership, and scientists in both German and English • Demonstrated experience building trust-based relationships with clients/customers to advance strategic goals • Demonstrated experience managing complex, technical projects and teams to outstanding results • Ability to develop and drive a high-level strategic engagement roadmap • Ability to take lessons from one-off situations or interactions, understand their relevance to the bigger picture, and establish general best practices • Ability to structure and execute business analyses to support customer value • Deep understanding of AI-based SaaS / PaaS business models • Ability to travel to customer sites ~30-50% • Located and authorized to work in Germany

🏖️ Benefits

• Equal Opportunity • Accommodations for disabilities • Professional development opportunities