Metric Bio
Senior Business Development Lead | Metric Bio | Pharma Equipment | Life Science Tools
Job Summary
The Customer Success Manager (CSM) will serve as the primary liaison between the company and its biotechnology. This role is responsible for onboarding, adoption, retention, and expansion. The CSM ensures customers achieve their scientific / business objectives using our products / services and acts as the voice of the customer inside the organization to drive continuous improvement.
Key Responsibilities
Lead customer onboarding: plan and execute successful onboarding programs so that customers can efficiently adopt and use our products/services.
Build strong relationships with customers across functions (scientists, lab managers, quality, regulatory, procurement, etc.) and become a trusted advisor.
Monitor customer health metrics (usage/adoption, satisfaction, product performance, technical issues) to predict and prevent churn.
Conduct regular business reviews with customers to understand their goals, feedback, and ensure they are realizing value.
Support customers with training, best practices, troubleshooting, and escalation of issues.
Collaborate with internal teams (Product, R&D, Technical Support, Regulatory, Quality, Sales) to relay customer feedback and help shape product roadmap/improvements.
Identify upsell / cross‑sell / renewal opportunities and coordinate with Revenue / Account Management.
Ensure compliance in customer interactions and deliverables as needed (e.g., documentation, regulatory requirements, quality assurance).
Develop customer success materials: playbooks, guides, webinars, FAQs.
Track and report on key customer success metrics (e.g., retention rate, NPS, time to value, expansion revenue) to management.
Qualifications Education & Experience
Bachelor’s degree in Life Sciences, Biotechnology, Biochemistry, Molecular Biology, or related field. Advanced degree preferred depending on technical level of product.
3‑5+ years of customer‑facing experience (customer success, account management, technical support) in biotech / pharma / life science tools / diagnostics.
Experience with regulated environments or tools/services that interact with regulatory / quality systems (GxP, ISO, CLIA, etc.), if applicable.
Skills & Attributes
Strong scientific literacy (able to understand customers’ experimental workflows, challenges, and technical needs).
Excellent verbal and written communication; able to communicate with both technical and non‑technical stakeholders.
Project management skills: ability to manage multiple customer initiatives, track deliverables, meet deadlines.
Data‑savvy: able to interpret usage / adoption / feedback metrics and derive actionable insight.
Proactive, customer‑centric mindset; strong problem solving and analytical thinking.
Good interpersonal skills and ability to build trust, influence without direct authority.
Comfort with ambiguity and adaptability, especially in fast‑changing environments.
Seniority Level Mid-Senior level
Employment Type Full-time
Job Function Customer Service
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The Customer Success Manager (CSM) will serve as the primary liaison between the company and its biotechnology. This role is responsible for onboarding, adoption, retention, and expansion. The CSM ensures customers achieve their scientific / business objectives using our products / services and acts as the voice of the customer inside the organization to drive continuous improvement.
Key Responsibilities
Lead customer onboarding: plan and execute successful onboarding programs so that customers can efficiently adopt and use our products/services.
Build strong relationships with customers across functions (scientists, lab managers, quality, regulatory, procurement, etc.) and become a trusted advisor.
Monitor customer health metrics (usage/adoption, satisfaction, product performance, technical issues) to predict and prevent churn.
Conduct regular business reviews with customers to understand their goals, feedback, and ensure they are realizing value.
Support customers with training, best practices, troubleshooting, and escalation of issues.
Collaborate with internal teams (Product, R&D, Technical Support, Regulatory, Quality, Sales) to relay customer feedback and help shape product roadmap/improvements.
Identify upsell / cross‑sell / renewal opportunities and coordinate with Revenue / Account Management.
Ensure compliance in customer interactions and deliverables as needed (e.g., documentation, regulatory requirements, quality assurance).
Develop customer success materials: playbooks, guides, webinars, FAQs.
Track and report on key customer success metrics (e.g., retention rate, NPS, time to value, expansion revenue) to management.
Qualifications Education & Experience
Bachelor’s degree in Life Sciences, Biotechnology, Biochemistry, Molecular Biology, or related field. Advanced degree preferred depending on technical level of product.
3‑5+ years of customer‑facing experience (customer success, account management, technical support) in biotech / pharma / life science tools / diagnostics.
Experience with regulated environments or tools/services that interact with regulatory / quality systems (GxP, ISO, CLIA, etc.), if applicable.
Skills & Attributes
Strong scientific literacy (able to understand customers’ experimental workflows, challenges, and technical needs).
Excellent verbal and written communication; able to communicate with both technical and non‑technical stakeholders.
Project management skills: ability to manage multiple customer initiatives, track deliverables, meet deadlines.
Data‑savvy: able to interpret usage / adoption / feedback metrics and derive actionable insight.
Proactive, customer‑centric mindset; strong problem solving and analytical thinking.
Good interpersonal skills and ability to build trust, influence without direct authority.
Comfort with ambiguity and adaptability, especially in fast‑changing environments.
Seniority Level Mid-Senior level
Employment Type Full-time
Job Function Customer Service
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