Senior Customer Success Manager, Life Sciences

Job description

Job responsibilities

• Manage a portfolio of customer accounts by monitoring their adoption, utilization and overall health of their deployment
• Serve as internal customer champion
• Guide customers to use Tulip as a tool to improve their operations through digitization, including recommending new use cases, tracking and communicating ROI
• Act as a trusted partner to customers to ensure and manage contract renewals and support commercial expansion
• Coordinate across internal teams, from Customer Support, Professional Services, Product Management, and Sales
• Build and improve internal processes and content, as mechanisms to scale up and mature the Customer Success function

Job requirements

• You are customer focussed and and excited to partner with customers to identify and deliver measurable impact
• You communicate clearly and effectively across levels, with people from the shop floor to engineering managers to c-level executives
• You like to solve problems, working closely with colleagues from other departments
• You have worked for or supported a Life Sciences company and understand their regulatory requirements
• You have experience in life science development, operations and/or manufacturing environments
• You Google your way out of most problems, and understand that every customer sees the world a bit differently
• BA/BS (MBA/Masters preferred)
• 5+ years of experience in Account Management, Customer Success, Product Management, Management Consulting or other client-facing roles in the Life Sciences industry