Customer Success Manager

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🔥 0 minutes ago

🏖️ New Jersey – Remote

🏖️ New Jersey – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

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Sapio Sciences LLC

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

💼 Consulting

🏭 Manufacturing

Healthcare • Consulting • Manufacturing

Sapio Sciences is a leading provider of AI-powered lab informatics solutions, offering a unified platform that integrates LIMS (Laboratory Information Management Systems), ELN (Electronic Lab Notebooks), and SDMS (Scientific Data Management Systems). The platform is designed to be configurable without coding, catering to the needs of scientists and lab professionals. It supports scientific research, discovery, manufacturing, and clinical diagnostics. Sapio's solutions streamline complex laboratory workflows, enhance data management, and foster compliance with industry standards such as GMP (Good Manufacturing Practices).

📋 Description

• Deliver strategic insights with an outcome-focused mindset, ensuring customer satisfaction. • Foster strong relationships while anticipating needs and providing exceptional experiences. • Assist customers in understanding ELN/LIMS and AI best practices. • Drive user adoption by developing and tracking KPIs to measure Customer Health. • Cultivate trusting relationships through personalized communication, including QBRs. • Create Account Plans, action plans, and align activities with client strategic goals. • Guide new customers through onboarding, ensuring clear communications. • Monitor customer accounts for challenges and provide proactive solutions. • Conduct milestone surveys and support customers through each implementation stage. • Coordinate internal teams for customer workshops and webinars to maximize success.

🎯 Requirements

• Bachelor’s degree in Bioinformatics/ Laboratory informatics, Information technology with scientific applications, Life Sciences, Scientific computing or Data Management, Hospitality, Communications or Public Relations or a related field. • Experience in Customer Success in Life Sciences: Prior experience (10+ yrs) in customer success or account management-related roles in scientific software industries. • Empathetic Communication Skills: Strong interpersonal skills with a focus on empathy, patience, and understanding. • Problem-Solving Skills: Ability to anticipate challenges and provide creative, customer-centered solutions. • Organizational Skills: Strong organization and multitasking abilities to manage multiple customers’ needs and schedules effectively. • Team-Oriented Mindset: Collaborative spirit, with a genuine desire to work closely with team members to enhance customer satisfaction. • Proficiency with CRM and customer success tools, with experience in survey data analysis as a plus.

🏖️ Benefits

• Diversity, Equity & Inclusion • Reasonable Adjustments • Collaborative and forward-thinking environment • Supportive onboarding process • Strong organizational and multitasking abilities