Customer Success Manager with Lab Operations Experience

Remote

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Software, Biotechnology, Laboratory ManagementIndustries

Requirements

Candidates should have 2-3 years of experience in lab management or lab operations within the biotech industry. Prior customer success experience or a strong desire to transition into this field is preferred. A Bachelor's degree or equivalent work experience, excellent multi-tasking and organizational skills, and strong written and verbal communication abilities are required. Quartzy experience is a plus, and willingness to travel 4-6 times a year for customer visits or work events is necessary.

Responsibilities

The Customer Success Manager will build lasting relationships with users by guiding them in goal setting and platform usage expansion. Key duties include conducting customer check-ins and business reviews, leading training sessions, identifying optimization opportunities, collaborating with sales/success teams to drive renewals and minimize churn, managing customer escalations, and reporting customer feedback to product and engineering teams.

Skills

Customer Success

SaaS

Relationship Building

Communication

Collaboration

Problem-Solving

Account Management

Training

Product Demonstrations

Lab Operations

Quartzy

Lab management platform for supply procurement

About Quartzy

Quartzy provides a lab management platform that helps life science researchers and lab managers efficiently procure and organize laboratory supplies. The platform aggregates products from over 1,800 suppliers, giving users access to a wide selection of over 10 million products in one place. Users can track their orders actively, confirming receipt with suppliers and receiving updates on shipping issues or backorders. Quartzy differentiates itself from competitors through its strong customer support and the Quartzy Guarantee, which ensures satisfaction with every purchase. The platform also integrates with many popular applications, allowing for seamless data synchronization. The goal of Quartzy is to streamline the lab supply ordering process, making it easier for labs to manage their inventory and focus on their research.

Hayward, CaliforniaHeadquarters

2009Year Founded

$26.5MTotal Funding

EARLY_VCCompany Stage

Data & Analytics, Enterprise Software, BiotechnologyIndustries

51-200Employees

Benefits

Remote Team

Transparency

Generous Time Off

Internet Stipend

Great Gear

Risks

Increased competition from new entrants like Scispot may reduce market share.

User adoption challenges for Quartzy's mobile app could impact customer satisfaction.

Dependence on over 1,800 suppliers may lead to potential partnership disruptions.

Differentiation

Quartzy offers a comprehensive catalog with over 10 million lab products.

The platform integrates with hundreds of popular apps for seamless data synchronization.

Quartzy provides active order tracking and exceptional customer support with a satisfaction guarantee.

Upsides

Growing demand for lab automation tools enhances Quartzy's platform capabilities.

Remote work models increase the need for digital lab management solutions like Quartzy.

Sustainability initiatives offer opportunities for partnerships with eco-friendly suppliers.

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