Customer Success Manager

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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

• Foster strong customer relationships and create new contacts • Provide strategic, outcome-focused customer guidance and consultation • Help customers realize the full potential and long-term value of Sapio solutions • Advise customers on best practices in data management, laboratory execution, and AI adoption • Drive usage, time to value, and user adoption; develop and track customer-health KPIs • Conduct regular personalized communications, QBRs, milestone surveys, workshops, webinars, and check-ins • Develop account plans, action plans, messaging, customer success plans, and onboarding materials • Coordinate onboarding and transfer customer expectations and goals into deployment plans • Monitor customer accounts and health metrics, proactively addressing risks and resolving issues • Advocate for customers internally and collaborate with cross-functional teams • Expand customer contacts and identify new opportunities to deliver value • Design hospitality-driven customer touchpoints and provide concierge-style support • Strive for a 100% referenceable customer base • Travel globally to client sites

🎯 Requirements

• Bachelor's degree in Bioinformatics, Laboratory Informatics, Information Technology with scientific applications, Life Sciences, Scientific Computing, Data Management, Hospitality, Communications, Public Relations, or a related field • 10+ years of experience in customer success or account management-related roles in scientific software industries • Experience in Customer Success in Life Sciences • Ability to understand the scientific language of ELN/LIMS and AI • Strong interpersonal and empathetic communication skills • Ability to anticipate challenges and provide creative, customer-centered solutions • Strong organization and multitasking abilities • Collaborative, team-oriented approach • Proficiency with CRM and customer success tools • Global travel to client sites • Survey data analysis experience is a plus

🏖️ Benefits

• Inclusive and accessible recruitment process with reasonable adjustments • Collaborative and forward-thinking work environment • Opportunities for growth and development • Equal opportunity and diverse, inclusive workplace