Customer Success Lead for our AI life sciences venture

Customer Success is vital to our business. We will not be successful unless we champion our customer interactions and excite our users for our solution. For this important task, we are looking for a top-tier professional who can own the entire post-sales success process and ensure smooth growth of our business. As Customer Success Lead, you will be the first point of contact for all of our customers, acting as a friendly face of our business and shepherding them to the right team to solve their problem.

Key Responsibilities

  • Understand customers’ challenges to lead them through product adoption 
  • Manage onboarding initiatives, explain the usage and benefit of the product to customers, provide insights on the availability and applicability of new features
  • Partner with cross-functional teams to translate customers’ business needs and requirements into new product solutions 
  • Identify the key success criteria for LabTwin deployment to drive adoption, retention, and client happiness
  • Act as the one point of contact for the service and technical inquiries, issues or escalations
  • Proactively engage customers at risk and grow customer lifetime value

Requirements

  • 3+ years of experience in a related function within customer success 
  • Enthusiastic about technology with demonstrated technical aptitude and passion for digital products 
  • Able to quickly grasp and frame customers’ issues, probe for causes through interviews and data analysis, develop/present recommendations 
  • Passion for customer service, and how it can transform businesses

Benefits

  • Be part of the mission to help the brightest scientists accelerate scientific discovery
  • Work in one of the best spaces in central Berlin alongside a team of experienced interdisciplinary colleagues
  • Shape and influence a fast-growing, well-funded company
  • Competitive compensation and benefits

Does this match your profile? If so, we look forward to receiving your application.

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