Enterprise Customer Success Manager - Remote

Overview

Dotmatics is seeking an Enterprise Customer Success Manager for two of its flagship brands, Geneious and SnapGene. This role involves building long-term relationships with customers, managing accounts, and driving customer satisfaction and growth.

In Short

• Manage a portfolio of large strategic and Enterprise customers.
• Participate in presales activities and transition accounts into enterprise relationships.
• Monitor customer usage data to prevent churn.
• Provide performance reports and insights to clients.
• Lead onboarding for new customers and teams.
• Identify upsell and cross-sell opportunities.
• Work with cross-functional teams to improve communication.
• Design and deliver stakeholder communication strategies.
• Drive product adoption through webinars and user meet-ups.
• Collaborate with product teams to inform feature roadmap.

Requirements

• 5-7+ years in sales, account management or customer success role.
• Experience in life sciences software, preferably SaaS.
• Strong presentation skills for technical subjects.
• Ability to build credibility and trust with customers.
• Experience with CRM software (Salesforce preferred).
• Familiarity with Zendesk or similar tools.
• Project management experience.

Benefits

• Dynamic, remote-friendly work environment.
• Opportunity to impact scientific innovation.
• Collaborative global team.
• Supportive company culture focused on integrity.
• Access to cutting-edge scientific software tools.