Customer Success Manager

Job Description

About The Role

Our Customer Success team is looking for a Customer Success Manager to join our fast-growing team supporting the Life Sciences industry and help shape the future of digital solutions in the chemistry, manufacturing and controls (CMC) space.

As a Customer Success Manager, you will be responsible for ensuring our customers’ success with QbDVision’s products and services. You will serve as the liaison between QbDVision and key customer stakeholders, foster collaboration and drive strategic initiatives through proactive engagement.

What You'll Own

• Build trusting, strategic relationships with key customer stakeholders across various organizations in R&D, Operations and Manufacturing to drive successful business outcomes
• Expertise in QbDVision’s products with a solid understanding of best practices to guide customers to the right solutions
• Serve as the customer’s thought partner by enhancing their knowledge of QbDVision and driving awareness of the latest innovations QbDVision is releasing in the platform
• Monitor usage and identify opportunities, proactively addressing underutilization of seats and features to drive full value for customers
• Document and quantify customer value realized through business outcomes, ROI, and impact metrics to build internal business cases
• Identify potential use cases not currently onboarded, partner with customers and Account Management to expand investment to additional teams and departments
• Develop and execute change management strategies to drive end-user adoption and maximize value within customer organizations, including Train the Trainer programs, training curriculum development, and customer enablement

Requirements

What You Need To Succeed

• 3+ years working in life sciences, software or consulting
• Strong analytical and problem solving skills
• Experience working with global pharmaceutical companies
• Customer-facing consulting experience
• Managed relationships with executive stakeholders
• Ability to travel up to 20%

Benefits

• Our people-first focus: Every company decision is made with you in mind. From our unlimited PTO to flexible work hours, we do our best to prioritize our people by empowering them to work (and live!) in the way that best suits their needs.
• Culture of teaching and learning: Growth is the bedrock of success, so we strive for it at every opportunity.
• Competitive compensation package: Keeping great talent means knowing someone’s value, and paying them for it. Our salaries, equity offerings, and bonuses reflect the A-players we hire.
• Family-Friendly PTO Policies: Unlimited vacation policy is reflective of our family-first culture and to encourage a healthy work-life balance.
• Hybrid Office Model: As a virtual company with teammates located around the world, you will have the option to work from home and/or to go into an office (if you are in one of our brick and mortar cities – Austin, Boston, Dublin and Rochester).
• Commuter Benefits: We support flexible and cost-effective commuting options through applicable commuter benefit programs and pre-tax savings opportunities, including public transportation and eligible cycling-to-work initiatives.
• Stipends: We offer our full-timers various stipends to promote professional growth and allow for success in one’s role. Making you better makes us better!