Customer Success Manager

Sapio Sciences - York, PA

Full-time - Mid Level

Remote - York, PA

Publishing Industries

About the position

The Customer Success Manager at Sapio Sciences is responsible for fostering strong relationships with customers, ensuring they feel valued and understood while maximizing the potential of the company's laboratory management solutions. This role combines strategic insights with a hospitality-focused mindset to enhance customer experiences and drive long-term value realization. The CSM will proactively identify areas for improvement, support customer onboarding, and advocate for customer needs internally, all while tracking success metrics and facilitating customer education.

Responsibilities

• Assist customers and understand the scientific language of ELN/LIMS.
• Drive usage, time to value, and user adoption, producing KPIs for the management team.
• Cultivate and maintain strong, trusting relationships with customers through regular communication and support.
• Actively listen to customer needs and concerns, displaying empathy and a solution-oriented approach.
• Serve as the customer's advocate internally, collaborating with other departments to ensure their voice is heard.
• Track and report on customer success metrics and KPIs to inform strategic improvements.
• Guide new customers through a welcoming onboarding process with clear communication.
• Develop and implement onboarding materials designed with a hospitality touch.
• Proactively monitor customer accounts to identify challenges and offer solutions.
• Develop and execute customer success plans to drive adoption, satisfaction, and retention.
• Maintain close customer communication, gathering feedback at key milestones.
• Conduct milestone surveys to track satisfaction and guide customers through each stage.
• Monitor customer health metrics to proactively identify and address potential risks.
• Resolve customer issues promptly with a calming, solution-driven approach.
• Anticipate needs and provide tailored support to ensure customers feel respected.
• Coordinate with internal teams for customer workshops, webinars, and check-ins.
• Highlight areas for customer experience improvement and advocate for changes.
• Design and implement customer touchpoints with a hospitality mindset.

Requirements

• Bachelor's degree in Bioinformatics, Laboratory Informatics, Information Technology with scientific applications, Life Sciences, Scientific Computing, Data Management, Hospitality, Communications, or Public Relations.
• 10+ years of experience in customer success, account management, or a hospitality-related role in scientific software industries.
• Strong interpersonal skills with a focus on empathy, patience, and understanding.
• Ability to anticipate challenges and provide creative, customer-centered solutions.
• Strong organization and multitasking abilities to manage multiple customers' needs effectively.
• Collaborative spirit with a genuine desire to enhance customer satisfaction.
• Proficiency with CRM and customer success tools.

Nice-to-haves

• Experience in survey data analysis.

Benefits

• Competitive salary and benefits package.
• Remote work flexibility with travel opportunities.
• Comprehensive onboarding and training program.
• Opportunities for professional growth and development.
• A collaborative and supportive work environment.