Customer Success Manager | Rapid growth Biotech AI | Fully remote

Harmonic are proud to be working with a rapidly growing Series A AI start up (B2B SaaS) that are looking for a Customer Success Manager to help them with their continued expansion across the US.

This impressive business closed out a Series A funding of $25m at the end of last year and have scaled from just 30 to 85 team members in the past year. Their revenue growth is equally as impressive growing from $3m in 2021 to $12m this year and forecasted to hit $100m by 2025.

They are working with some of the most innovative technology to streamline complex data processes and provide best-in-class analytics for the biotech and pharmaceutical industries. You will be joining an exceptionally bright that are renowned for the collaborative ethos towards training and development.

Our client also prioritizes employee well-being and encourages employees to work fully remotely from wherever they feel they work best!

The Role

As the Customer Success Manager you will play an integral part in driving value to customers as our client looks to scale their product portfolio. You will report directly into the Director of Customer Success and work extremely closely with the VP of Sales to build strategic partnerships across accounts and improve customer engagement.

Duties

• Define customer life cycles, road maps and success plans
• Pull and analyse usage reports to try and anticipate churn
• Manage annual subscriptions and negate the likelihood of churn
• Develop an in depth knowledge of the product and it's capabilities that will allow you to offer exceptional service and advice to customers
• Cross-selling products and looking for opportunities to grow the account.
• Create business reviews, customer engagement surveys and reference programs
• Work cross-functionally with sales, product & marketing to create best-in-class customer experience

What you need

• Bachelor's degree or similar
• Track record of driving value in a fast-growth business
• Experience working in the biotech / life sciences with good exposure to the R&D teams
• Experience with user metrics
• Excellent communication skills

What we'd like to see

• Enterprise Software (SaaS) experience
• Previous experience with Pharma and Bio clients
• Understanding / previous use of PubMed

Salary: $100,000 - $110,000 + Bonus

Notable benefits include but not limited to:

• $401K plan
• 100% health premiums covered
• Unlimited PTO
• Very flexible working
• Individual training budget

Please feel free to circulate this with any friends or contacts that may be interested.

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