Manager, Customer Success (Scientific Applications) - Remote

Overview

We are hiring a Manager, Customer Success (scientific applications) to elevate our customer support function and deliver greater value across our client base. This is a hybrid strategic and operational role that will strengthen customer relationships and support our internal teams while shaping how we scale support and engagement.

In Short

• Lead a Support Team responding to licensing issues, account setups, quoting, order processing, and activation support.
• Lead performance and development of assigned team members.
• Collaborate with cross-functional teams (Product, Quality Assurance, Sales, Finance) to resolve technical and non-technical cases.
• Manage escalations and define resolution strategies.
• Drive onboarding and adoption, ensuring new customers are set up for success.
• Oversee customer lifecycle health—monitoring Customer Satisfaction (CSAT), renewals, and overall engagement health.
• Create playbooks, Standard Operating Procedures (SOPs), and processes to streamline onboarding and renewals.
• Identify and manage upsell and expansion opportunities.
• Support special projects such as collections and customer data hygiene.
• Indirectly manage and mentor offshore L1 support team members if needed.

Requirements

• 8+ years of customer support experience in a SaaS or software environment.
• At least 3 years in a people leadership role.
• Strong background in customer success or account management.
• Expert user experience with Zendesk or similar ticketing systems.
• Knowledge of case management and support workflows.
• Experience supporting technical or scientific software users.
• Ability to project manage strategic initiatives.
• Proven collaboration with Sales and cross-functional teams.
• Ability to develop department-level SOPs and scalable processes.
• Background managing accounts in Life Sciences or license-based software.

Benefits

• Medical, Dental, Vision Insurance.
• Health Spending Accounts.
• Wellness Benefits (Mental Health Apps and Fitness Perks).
• Company-paid Life and Disability Insurance.
• 401k Retirement Plan (with 4% company match; immediate vesting).
• Flexible Time off Plan (for US exempt employees).