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Customer Success Manager - Northeast Region

Customer Success Manager - Northeast Region

About the role:

Elemental Machines is seeking a highly motivated Customer Success Manager. To be successful in this role, you will be someone who excels at maintaining customer happiness, growing a book of business, nurturing customer relationships, and developing and executing detailed plans that bring customers both immediate value and long-term success. We are looking for someone located in the Boston area to grow our customer base. It may include travel and support of customers located in the general Northeast area.

 

Responsibilities:

  • Learn about customers’ goals and how to apply our product suite to upsell/cross-sell new features.
  • Become an expert on the product to provide training and credible guidance on how to best apply our product to our customer’s needs.
  • Act as liaison between customers and technical teams in validating customer requirements.
  • Communicate with customers on future initiatives including product roadmap, new products, company activities, new business opportunities, and ongoing system improvements.
  • Track client issues, propose solutions, and escalate to the appropriate person to the point of resolution.
  • Work collaboratively with other departments to ensure 100% client satisfaction.
  • Identify and leverage opportunities for customer referrals and marketing case studies, taking care of developing, preparing, and nurturing customers for advocacy.
  • Ensure customers are aware of all EM features and capabilities and are getting the maximum value. 

Requirements:

  • Proven track record of growing customer accounts while maintaining high customer satisfaction
  • 5+ years in B2B/Enterprise/SaaS/PaaS as a Customer Success Manager, Account Manager, or similar role
  • Expert in training or similar technical communication and excellent communication skills
  • Subscription renewal/revenue/retention experience
  • Demonstrated ability to learn new technology and adapt quickly
  • Experience with CRM and CSM software
  • High level of empathy and customer advocacy skills
  • BS or BA degree or equivalent work experience
  • Travel: Approximately 25% to customer sites 

Preferred Skills:

  • Experience building workflows for Customer Success pathways
  • Knowledge of the biotechnology and pharmaceutical industries
  • Skills in designing and implementing customer-facing content and documentation


To Apply

About us:

Today’s research, clinical, and quality control labs are expected to discover and produce at a pace once considered unimaginable. Now, to lead is to be led by data. The Elemental Machines platform elevates LabOps teams in charge of machines, instruments, data, facilities, training, quality, and compliance to lead data-driven discovery, development, and delivery. But there are over 300 million physical instruments, devices, and machines not yet connected to the cloud. We are simplifying the connection between the physical and digital worlds using IoT and AI-driven insights. The result is a lab united by a universal cloud-connected dashboard and operations. 

Elemental Machines is on a mission to enable intelligent operations by connecting the physical and digital infrastructure to optimize outcomes.

Science and technology leaders trust Elemental Machines' ecosystem of hardware and software to deliver actionable insights that accelerate their pace of innovation.

We enable data-driven discovery, development, and delivery within organizations ranging from biopharma labs to biobanks, analytical labs, and manufacturers in the life sciences and beyond.

 
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