Customer Success Manager

About Sapio Sciences

Sapio Sciences is on a mission to accelerate scientific drug discovery and high-throughput clinical and diagnostics for our clients and partners. The Sapio team consists of expert and highly collaborative scientists, software developers, and professionals passionate about providing a best-in-class lab informatics platform and industry-specific solutions.

Sapio is one of the few software providers to offer a truly unified and highly configurable lab informatics platform and a broad suite of purpose-built solutions. The Sapio platform makes it easy for scientists, laboratory, and bio/informatics professionals to streamline and manage their end-to-end laboratory operations, from instrument data integration to workflow and experiment setup to sample and materials management, data management, and scientific data analysis and reporting.

Working at Sapio

At Sapio, we’re not just building lab informatics solutions. We’re creating tools made for the scientist and motivated to make the world a better place.

We understand that lab informatics is about more than managing data or connecting workflows. It’s about making life easier for the scientist and making scientific progress faster for everyone. Our platform delivers the levels of configurability, usability and insight that scientists have only ever dreamed of.

We’re a team of scientists, developers and innovators who question convention and stay focused on what matters most - advancing drug discovery science. We challenge the status quo and respond to the needs at the heart of science with powerful solutions that are simple to use, effortless to evolve and downright easy to love.

As part of the Sapio team, you’ll work in a collaborative and forward-thinking environment where your ideas are valued, your growth matters and your work makes a difference.

We’re proud to partner with leading labs around the world, from ambitious start-ups to global organisations, who trust Sapio to support discovery, development and diagnostics with industry-first science-aware solutions.

Position Summary

Sapio Sciences is looking for an experienced professional who can deliver strategic insights combined with an outcome-focused mindset, ensuring our customers feel guided, consulted, valued, understood, and empowered. Responsible for fostering strong relationships while creating new contacts, anticipating needs, and going above and beyond to provide exceptional experiences for each customer.  Living the Sapio brand and becoming a trusted partner will guide all activities. 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. Remote (EST): Candidates must live and work within the US Eastern Time Zone.

Key Responsibilities:

Customer Relationship Management

• Ability to assist customers and understand the scientific language of ELN/LIMS and AI
• Provide customer consultation on best practice related to data management, laboratory execution and AI exploration and adoption
  Drive usage, time to value, and user adoption while developing and tracking  KPIs  to measure Customer Health and report accurately to the management team.
• Cultivate and maintain strong, trusting relationships with customers through regular, personalized communication and support including QBRs
• Develop and identify new opportunities for Sapio to deliver value to clients aligned with existing and emerging solutions.
• Work in partnership with Commercial team to develop Account Plans, action plans and messaging in order to align activities across the customer life cycle that align with client strategic goals and business initiatives.
• 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.
• Support new customer onboarding by ensuring pre-partnership expectation and goals are effectively transferred to the post-sale team and reflected in Sapio deployment plans.
• Develop and implement onboarding materials for the Sapio partnership

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.
• Actively pursue contact expansion increasing our network inside the account with a focus on altitude elevation and horizontal expansion with the goal of finding new opportunities to solve the client’s most important problems.
• 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.

Desired 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 in Life Sciences: Prior experience (10+ yrs) in customer success or account management-related roles in 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.

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Our People

At Sapio Sciences, our people are at the heart of everything we do. Our lab informatics solutions are powered not just by technology, but by a shared commitment to our core values—what we proudly call The Sapio Seven, aka EMBRACE:

- Embrace the future

- Make a difference

- Be true partners

- Remember why we’re here

- Act with empathy

- Commit to transparency

- Excel in quality

These values shape how we work, how we grow, and how we deliver impact for our clients every day.

Reasonable Adjustments

We are committed to ensuring an inclusive and accessible recruitment process. If you require any reasonable adjustments, at any stage across the application, interview & assessment processes then please let us know. We will work with you to support your needs in confidence.

Diversity, Equity & Inclusion

We do not discriminate based on race, colour, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or any other status protected by law or regulation. We intend that all qualified applicants be given equal opportunity and that selection decisions are based on job-related factors. We are committed to creating a diverse and inclusive workplace and encourage applications from all qualified individuals.