Customer Success Manager

About Sapio Sciences

Sapio Sciences is a leading provider of laboratory management solutions that include Electronic Lab Notebooks (ELN) and Laboratory Information Management Systems (LIMS). Our innovative solutions help scientific, and research organizations streamline their processes and enhance their productivity. We are expanding our team and looking for a Technical Implementation Consultant to join our North American team.

Role Summary
The role requires a professional who can combine strategic insights with a hospitality-focused mindset, ensuring our customers feel valued, understood, and empowered. Responsible for fostering strong relationships, anticipating needs, and going above and beyond to provide exceptional experiences for each customer, making them feel at home with our brand. It is also critical to ensure our customers realize the full potential of our solutions, supporting long-term value realization, and meeting strategic objectives. The CSM will work closely with customers and internal teams to proactively identify areas for improvement, helping drive growth and ongoing success.

Key Responsibilities:

Customer Relationship Management
·Ability to assist customers and understand the scientific language of ELN/LIMS
·Drive usage, time to value, and user adoption and produce KPI continuously to
management team.
·Cultivate and maintain strong, trusting relationships with customers through regular, personalized communication and support.
·Actively listen to customer needs and concerns, displaying empathy and a solution-oriented approach in every interaction.
·Serve as the customer’s advocate internally, collaborating with other departments to ensure their voice is heard and their needs are met.
·Track and report on customer success metrics and KPIs to inform strategic improvements.

Onboarding and Orientation
·Guide new customers through a welcoming onboarding process, focusing on clear, friendly, and supportive communications to ensure they feel confident with our products/services.
·Develop and implement onboarding materials, including how-to guides and welcome kits, designed with a hospitality touch that makes customers feel comfortable and supported.

Customer Support and Issue Resolution
·Proactively monitor customer accounts to identify any challenges they may be experiencing and offer empathetic, proactive solutions.
·Develop and execute customer success plans to drive adoption, satisfaction, and retention.
·Maintain close customer communication, gathering feedback at key milestones and sharing insights with internal teams.
·Conduct milestone surveys to track satisfaction, guiding customers through each stage from implementation to post-go live.
·Monitor customer health metrics to proactively identify and address potential risks.
·Resolve customer issues promptly with a calming, solution-driven approach that minimizes customer stress and frustration.
·Anticipate needs and provide tailored support, ensuring each customer feels respected and valued.

Customer Education and Advocacy
·Coordinate with internal teams, customer workshops, webinars, and check-ins, aimed at
educating customers on product features, best practices, and tips that can maximize their success.
·Be a customer advocate internally, highlighting areas where customer experience can be
improved and advocating for changes with a focus on empathy and understanding.
·Strive for 100% referenceable customer base

Hospitality-Driven Engagement
·Design and implement customer touchpoints with a hospitality mindset, ensuring every
interaction feels personable, attentive, and helpful.
·Take a concierge-style approach to customer needs, going above and beyond in helping them access the resources, training, or support they need to thrive.

Education/Experience:
·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 or Hospitality: Prior experience (10+ yrs) in customer
success, account management, or a hospitality-related role in a scientific software industries.

Required Skills & Abilities:
·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.
·Global travel to client sites

The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

What We Offer:

• Competitive salary and benefits package.

• Remote work flexibility with travel opportunities.

• Comprehensive onboarding and training program.

• Opportunities for professional growth and development.

• A collaborative and supportive work environment.

Sapio Sciences is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.