Customer Success Manager

$85,000 - $120,000/Yr

Danaher - Marlborough, MA

Full-time - Mid Level

Remote - Marlborough, MA

Computer and Electronic Product Manufacturing

About the position

The Customer Success Manager at Cytiva plays a pivotal role in building a top-tier Customer Success practice, ensuring that customers achieve their desired business outcomes through the effective adoption of Cytiva's automation, digital, and learning solutions. This position focuses on managing customer accounts, enhancing satisfaction, and driving subscription renewals and expansion opportunities, all while collaborating with cross-functional teams to deliver comprehensive solutions.

Responsibilities

• Lead the execution of customer success processes, including creation of success plans, onboarding, account management, and other activities to support the customer's successful adoption of our products.
• Manage a portfolio of customer accounts, ensuring satisfaction and addressing their evolving needs, ultimately driving subscription renewals and expansion opportunities.
• Collaborate with cross-functional teams, including sales, support, and product, to address customer needs and provide comprehensive solutions.
• Track and report customer success metrics, analyzing data to identify trends and opportunities for improvement.
• Provide strategic input into customer success processes and contribute ideas and key actions for improvement.

Requirements

• Bachelor's degree with at least 8 years of professional experience, and at least 5 years of proven experience as a Customer Success Manager or in a similar customer-facing role.
• Excellent communication and interpersonal skills.
• Strong project management and organizational skills.
• Diagnostic/problem solving skills, as applied to both solving customer issues as well as improvement of internal processes.
• Ability to analyze data and contribute to the refinement of key performance indicators (KPIs).

Nice-to-haves

• Familiarity with the life sciences and/or bioprocessing industries and understanding of customer needs in this space.

Benefits

• Comprehensive medical, dental, and vision insurance
• 401(k) retirement plan
• Paid time off
• Bonus/incentive pay
• Flexible remote work arrangements