Manager Customer Success

We’re hiring a Manager, Customer Success (scientific applications) to elevate our customer support function and deliver greater value across our client base. This is a hybrid strategic and operational role that will strengthen customer relationships as well well as supporting our internal teams while shaping how we scale support and engagement.

You’ll serve as a primary point of contact for a range of customers—understanding their goals, guiding them on best practices, and helping them extract maximum value from our solutions. At the same time, you’ll lead key operational initiatives to improve onboarding, support workflows, and customer engagement across products.

In this role you will get to:

• Lead a Support Team responding to licensing issues, account setups, quoting, order processing, and activation support.
• Lead performance and development of assigned team members.
• Collaborate with cross-functional teams (Product, Quality Assurance, Sales, Finance) to resolve technical and non technical cases and ensure customer satisfaction.
• Manage escalations and define resolution strategies in collaboration with team members.
• Drive onboarding and adoption, ensuring new customers are set up for success.
• Oversee customer lifecycle health—monitoring Customer Satisfaction (CSAT), renewals, and overall engagement health.
• Create playbooks, Standard Operating Procedures (SOPs), and processes to streamline onboarding, renewals, and customer expansion.
• Deliver value-added interactions throughout the customer journey, tracked against monthly/quarterly KPIs.
• Identify and manage upsell and expansion opportunities, nurturing long-term customer growth.
• Support special projects such as collections, customer data hygiene, content initiatives, and experience improvements.
• Indirectly manage and mentor offshore L1 support team members if needed.

We’re looking for people with 8+ years of customer support experience in a SaaS or software environment, with at least 3 in a people leadership role, ideally working with scientific or technical software. You thrive in fast-paced, evolving environments and are passionate about solving problems for customers with a proactive mindset.

The key skills we are looking for:

• Expert user experience using or acting as a Service Desk Leader for Zendesk or similar ticketing systems
• Strong background in customer success, account management, or SaaS customer support
• Knowledge of case management and support workflows
• Experience supporting technical or scientific software users
• Ability to project manage strategic initiatives
• Demonstrated success in scaling Customer Success as a shared service model
• Background managing accounts in Life Sciences, SaaS, or license-based software
• Skilled in churn management, renewal processes, and value-based account relationships
• Proven collaboration with Sales, Product, and cross-functional teams
• Ability to develop department-level SOPs and scalable processes

You may also have:

• Working knowledge or education in analytics, statistics, biochemistry, molecular biology, bioinformatics and/or genomics industry
• Education in Statistics, Genomics, Biology, Chemistry and/or other related scientific domain