Customer Success Manager

Customer Success Manager

Position Overview

Quartzy is seeking an ambitious Customer Success Manager to build lasting relationships with our amazing users. In this role, you’ll guide customers in setting goals, expanding their use of the platform, and ensuring continued success with Quartzy. You are a self-starter – curious, resourceful, and confident working with a diverse range of personas. You understand the sales mindset but thrive in process-driven environments. You’re a clear communicator who can adapt your approach to suit various learning styles, whether through 1:1 meetings, product tours, webinars, help docs, etc., to best accommodate users’ needs. You collaborate effectively across teams and are energized by delivering high-impact customer experiences. Demonstrating new features, identifying optimization opportunities, and removing roadblocks are your strengths. You’re also skilled at managing escalations with professionalism and care. If this sounds like you, we’d love to meet you!

Why Quartzy

Quartzy is the world’s #1 lab management platform. Every day, hundreds of thousands of scientists from all over the world improve the efficiency of their research by using Quartzy. Our software combines lab resource management and eCommerce, producing unique value in this large market, returning time to researchers who can focus on their next discoveries. Our customers range from companies working on COVID testing and therapies, to wine makers, to food and ag companies. We are humbled every day to serve them.

Responsibilities

• Oversee the customer lifecycle management and identify areas for optimization
• Manage renewals for assigned accounts
• Conduct regular customer check-ins and SaaS business reviews to assess progress, gather feedback, and discuss future goals
• Collaborate with Sales/Success teams to drive incredible renewal rates and minimize churn
• Create and deliver customized reports, presentations, and performance insights to demonstrate the impact of our solutions
• Lead customer training sessions, workshops, and demonstrations to enhance product knowledge and usage
• Manage customer escalations and ensure issues are resolved quickly and effectively
• Discover and identify upsell/cross-sell opportunities to maximize customer growth
• Report customer product feedback to Product and Engineering teams

Requirements

• 2+ years customer success, sales, or account management experience (SaaS preferred)
• Strong multi-tasking and organizational skills
• Fantastic written and verbal communication
• Eager to learn and grow
• Bachelor's degree or considerable and relevant work experience
• A tech-savvy person experienced working with a variety of different technology (we use Salesforce, Outreach, Looker, and other sales automation/enablement tools)
• Quartzy experience preferred
• Interest (or a background) in life sciences is preferred

What We Offer

• Mission-Driven Culture: We care deeply about helping scientists advance scientific research and we hope you do too!
• Transparency: Weekly all-company stand-ups, monthly town halls, quarterly state of the start-ups, and anytime access to co-founders.
• Generous Time Off: Take the time you need, when you need it.
• Internet Stipend: Quartzy provides a monthly stipend for your internet service.
• Great Gear: We’ll set you up for success with the latest tech and help you outfit your home office.

Salary & Benefits

• Salary: $70,000 - $84,000 a year
  • Quartzy takes a market-based approach to pay, and pay may vary depending on your location. The salary range for this position represents the low, middle, and high end of the salary possibilities for this position based on all US locations. To determine starting pay, we carefully consider a variety of factors, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal parity.
  • Salary is just one component of our total rewards package. The salary ranges may be modified in the future.

Employment Type

• Full-time

Location Type

• [Information not provided]

Application Instructions

• [Information not provided]