Customer Success Manager

To be successful in this role you will need to be a strategic and hands-on leader with proven strategies and tactics to drive customer satisfaction, retention, and growth. Working cross-functionally with all functions of Elegen including sales, product, operations, and R&D, you will ensure that Elegen’s customers achieve their desired outcomes and realize the full value of its offerings. The ideal candidate will have a deep understanding of the customer lifecycle, effective troubleshooting strategies, and a proven track record of effecting change in an organization to enable industry-leading customer experience.

 

• Cross-functional Leadership & Influence:
• Foster a customer-centric culture focused on proactive problem-solving and value delivery.
• Set clear performance goals and metrics, and regularly review team performance.
• Customer Success Strategy:
• Develop and execute a customer success strategy that aligns with the company’s goals.
• Design and implement scalable processes to drive customer adoption, retention, and satisfaction.
• Identify opportunities to expand customer relationships and increase lifetime value.
• Customer Onboarding & Adoption:
• Oversee the onboarding process, ensuring customers are set up for success from day one.
• Triage, escalate, and bring resolution to customer issues.
• Develop and deliver training and resources to support customer education and self-service.
• Customer Experience & Retention:
• Monitor customer satisfaction scores and proactively address issues to prevent churn.
• Collaborate with the sales team to identify opportunities to enhance customer experience.
• Collect and analyze customer feedback to identify trends and inform product improvements.

• Cross-Functional Collaboration:
  • Work closely with manufacturing and engineering teams to communicate customer issues and align on paths to timely resolution.
  • Provide insights to product teams to increase the success of new product introductions.
• Data & Reporting:
  • Track and report on key customer success metrics, including NPS, retention rates, and customer satisfaction scores.
  • Use data-driven insights to continuously improve processes and strategies.
  • Present regular updates to the executive team on customer success initiatives and outcomes.

Qualifications:

• Experience:
• 5+ years in customer success, account management, or a related field, with at least 3 years in a start-up environment.
• Experience in a life science product organization is essential.
• Preference is given to candidates with experience in synthetic biology markets.
• Proven track record of driving customer success in a B2B or SaaS environment.
• Experience leading and scaling customer success teams.
• Skills:
• Strong leadership and cross-functional engagement.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
• Strategic thinker with the ability to translate vision into actionable plans.
• Proficient in using customer success platforms and CRM tools (e.g., Hubspot, Gainsight).
• Education:
• Bachelor’s degree in life science, marketing, or a related field. An MBA or advanced degree is a plus.

Salary and Benefits:

The annual base salary compensation for this role, if based in California is: $120,000 - $160,000. Compensation may be different in other locations.  Final compensation also includes bonus, equity and benefits.   Specific offer packages are determined by multiple factors, including candidate skill, experience, expertise, and location. 

✓ Healthcare    ✓ Dental    ✓ Vision    ✓ Learning Allowance

✓ 401K    ✓ Flexible PTO   ✓ Short Term Disability    ✓ Fitness Allowance

 

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Last updated on Aug 28, 2024