Customer Success Manager | SMB (Industry)

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Requirements:

• 1–2 years of experience in customer success or account management
• Familiarity with key Customer Success metrics, including retention, expansion, and CSQLs
• A BSc or Master’s degree in Life Sciences, or relevant experience in science knowledge translation
• Strong communication, interpersonal, and attention-to-detail skills
• Excellent organizational abilities with the capability to manage and prioritize multiple projects
• Experience hosting virtual webinars, workshops, or events is a plus
• Extensive experience working with industry customers, preferably in the BioTech or Pharma sectors

Responsibilities:

• Proactively reach out to clients & decision-makers to position yourself as a trusted and strategic partner. Uncover our full-serve customer needs through discovery calls, maintain partnerships with our high-spend clients and proactively promote ongoing engagement with end-users
• Deliver value that delights our users to drive engagement, encourage annual subscription renewal, and identify revenue growth opportunities.
• Provide personalized training to clients by delivering webinars specializing in science communication topics 
• Speak to new and existing users of our platform to showcase new features
• Connect with various internal teams to ensure the customers’ needs are being fulfilled, contribute to the product, and assist other teams
• Cultivate customer advocates, understand user-critical use cases for product feedback, engage with customers for speaking opportunities and run marketing activities