Enterprise Customer Success Manager – U.S. Remote

Interested in joining an innovative and dynamic team experiencing rapid growth in the research and education markets? LabArchives is looking for a self-motivated, proactive, and energetic teammate with an appreciation for science and discovery, and a deep understanding of the research process to join our Enterprise Success Team.

As an Enterprise Success Team Member, you will manage large strategic accounts and drive customer satisfaction, application engagement, customer retention, and growth, while using your background in science or research to connect with users. You will serve as a key point of contact for Enterprise customers, understanding their success criteria, sharing best practices, providing solution guidance, and helping them realize value from LabArchives and our suite of products. In this role, you are part coach, project manager, consultant and product specialist and your ultimate goal is to build usage and customer loyalty.

This Job is For You If:

You get satisfaction from helping others to reach their goals.
You enjoy teaching, collaborating, consulting, and sharing knowledge.
You are comfortable giving presentations to both small and large audiences in person and online.

Key Responsibilities and Requirements:

  • Perform initial on-boarding of enterprise level customers, ensuring strong adoption and ongoing engagement throughout the customer’s lifecycle
  • Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction
  • Serve as the primary interface to manage and resolve critical situations
  • Partner closely with regional Account Managers to help drive growth by assisting in pre-sale demonstrations, supporting active pilots, and engaging with prospective clients
  • At least three years of professional working experience in one or more of the following areas:
    • In an academic or commercial research lab setting
    • In a research administration or research support role
    • As a university librarian or subject liaison supporting researchers in the life sciences
    • Previous experience in customer success or account management for a SaaS software company with a focus on research solutions or research data management
  • Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical personnel in large enterprises
  • Ability to build credibility and trust by understanding customer requirements and addressing needs
  • Willingness to travel and visit customers at their onsite location
  • Master’s degree in the Life Sciences, Physical Sciences, or Library & Information Science is highly desired
  • In-lab experience or research administration and support in lieu of Master’s degree is acceptable

Tags: Customer Satisfaction, Engagement, Customer Retention, Solution Guidance