Customer Success Manager

🕒 August 20

🇺🇸 United States – Remote

💵 $70k - $80k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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QBench

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2016

🏥 Healthcare

🍽️ Food & Beverage

📦 Logistics

Healthcare • Food & Beverage • Logistics

QBench is a modern, configurable Laboratory Information Management System (LIMS) and Lab Operating System that helps laboratories run workflows, track samples, manage inventory, integrate instruments, automate reporting and billing, and maintain regulatory compliance. The platform emphasizes fast implementation, no-code configurability, a REST API for integrations, and support for standards like ISO 17025, HIPAA, 21 CFR Part 11, and CLIA. QBench serves labs across life sciences, materials testing, food & beverage, agriculture, and environmental testing, providing a customer portal, quality management system, and analytics to improve throughput, accuracy, and compliance.

📋 Description

• Own a portfolio of SMB, mid-market, and enterprise customers from post-go-live through renewal and expansion • Build multi-threaded relationships across lab operations, QA/QC, IT, and leadership • Develop and maintain Customer Success Plans aligned with customer goals, KPIs, and compliance requirements • Advocate for customers internally and ensure feedback influences product and process improvements • Drive platform adoption through onboarding reinforcement, training, and enablement • Monitor product usage, health scores, and risk signals to proactively mitigate churn • Identify and execute expansion opportunities in partnership with Sales • Lead renewal conversations and ensure value realization and contract continuity • Guide customers on best practices for LIMS configuration, workflows, and integrations • Translate technical concepts into business outcomes for non-technical stakeholders • Partner with Implementation, Support, Product, and Engineering teams to resolve issues and optimize outcomes • Stay current on product releases, roadmap updates, and industry trends • Track and report customer health, adoption metrics, NPS, renewals, and expansion pipeline • Use CRM and Customer Success tooling to document interactions, risks, and success milestones • Contribute to scalable Customer Success processes, playbooks, and lifecycle automation

🎯 Requirements

• 3+ years of experience in Customer Success, Account Management, or Implementation for B2B SaaS • Experience supporting complex, configurable software such as LIMS, ELN, QMS, ERP, or similar • Strong understanding of SaaS lifecycle management, renewals, and expansion motions • Ability to engage both technical and non-technical stakeholders • Excellent communication, presentation, and relationship-building skills • Experience working cross-functionally in a fast-paced environment • Prior experience in LIMS, life sciences, diagnostics, pharma, biotech, or regulated industries preferred • Prior experience working in a laboratory environment preferred • Familiarity with GxP, ISO, CLIA, or FDA-regulated lab environments preferred • Experience managing enterprise or strategic accounts preferred • Working knowledge of APIs, integrations, or data workflows preferred • Experience with Customer Success tools such as Gainsight or Totango and CRM platforms such as Salesforce preferred

🏖️ Benefits

• Competitive compensation • Benefits • Growth opportunities • Remote-first, collaborative, and customer-centric culture • Opportunity to help modernize laboratory operations through mission-critical software • Opportunity to work with innovative customers solving real-world scientific challenges • Opportunity to influence product direction through close customer collaboration