Customer Success Manager

We are seeking a Customer Success Manager (CSM) to own the post-implementation customer lifecycle for our SaaS LIMS platform. In this role, you will act as a trusted advisor to laboratory, quality, IT, and executive stakeholders—driving product adoption, measurable business outcomes, renewals, and expansion while ensuring customers realize ongoing value from our platform.

The ideal candidate combines technical aptitude, customer empathy, and business acumen, with experience supporting complex B2B SaaS products in regulated or operationally critical environments.

Key Responsibilities

Customer Relationship & Value Management
- Own a portfolio of SMB, mid-market and enterprise customers from post-go-live through renewal and expansion.
- Build strong, multi-threaded relationships across lab operations, QA/QC, IT, and leadership.
- Develop and maintain Customer Success Plans aligned to each customer’s goals, KPIs, and compliance requirements.
- Serve as the customer’s advocate internally, ensuring feedback influences product and process improvements.

Adoption, Retention & Expansion
- Drive platform adoption through structured onboarding reinforcement, training, and enablement.
- Monitor product usage, health scores, and risk signals to mitigate churn proactively.
- Identify and execute expansion opportunities (modules, users, integrations) in partnership with Sales.
- Lead renewal conversations, ensuring value realization and contract continuity.

Product & Technical Enablement
- Guide customers on best practices for LIMS configuration, workflows, and integrations.
- Translate technical concepts into business outcomes for non-technical stakeholders.
- Partner closely with Implementation, Support, Product, and Engineering teams to resolve issues and optimize outcomes.
- Stay current on product releases, roadmap updates, and industry trends affecting customers.

Data-Driven Success Execution
- Track and report on customer health, adoption metrics, NPS, renewals, and expansion pipeline.
- Use CRM and CS tooling to document interactions, risks, and success milestones.
- Contribute to scalable CS processes, playbooks, and lifecycle automation.

What Success Looks Like
- High customer retention and renewal rates.
- Strong product adoption across core and advanced features.
- Measurable customer outcomes tied to efficiency, compliance, and data integrity.
- Positive customer sentiment, advocacy, and referenceability.
- Consistent identification and execution of expansion opportunities.

Required Qualifications
- 3+ years of experience in Customer Success, Account Management, or Implementation for B2B SaaS.
- Experience supporting complex, configurable software (LIMS, ELN, QMS, ERP, or similar) - LIMS Software preferred by not required.
- 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.

Preferred Qualifications
- Prior experience in LIMS, life sciences, diagnostics, pharma, biotech, or regulated industries.
- Prior experience working in a laboratory environment.
- Familiarity with GxP, ISO, CLIA, or FDA-regulated lab environments.
- Experience managing enterprise or strategic accounts.
- Working knowledge of APIs, integrations, or data workflows.
- Experience with CS tools (e.g., Gainsight, Totango) and CRM platforms (e.g., Salesforce).

Why Join Us
- Help modernize laboratory operations through mission-critical software.
- Work with innovative customers solving real-world scientific challenges.
- Influence product direction through close customer collaboration.
- Competitive compensation, benefits, and growth opportunities.
- Remote-first, collaborative, and customer-centric culture.

Base Salary Range: $70,000 - $80,000 USD / Annually