Job opening

Customer Success Manager (CSM)

PurpleLab™ is seeking to add a Customer Success Manager (CSM) to onboard new customers and build deep relationships with our existing client base.

In this role you will work cross functionally with clients, sales and product teams driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. As a Customer Success Manager, you will work to understand customer outcomes through ongoing collection and analysis of data and feedback and turn this into onboarding and retention strategies as well as feed into the product road map. Customer Success Managers are involved in the pre-sales process of the customer journey with product demo and trial engagement and continue post-sale with onboarding, engagement, expansion and renewal activities.

Primary Job Responsibilities

  • Understand customer outcomes by communicating with customers, analyzing customer health metrics, and gathering other feedback 
  • Represent the voice of the customer to provide input into every core product, marketing and sales process
  • Collaborate closely with team members support renewals and expansion opportunities
  • Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as post go-live support
  • Collaborate with the engineering and development team to set up or configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers
  • Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements
  • Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
  • Staying informed about competing products and services

Required Skills

  • Bachelor’s degree required
  • 5+ years customer success experience in B2B SaaS services industry is required 
  • Life Sciences and/or healthcare data analytics experience is required
  • Experience with SQL is a plus
  • Deep experience with onboarding and relationship management in a B2B environment
  • Demonstrated ability to achieve hands-on results working cross-functionally with sales, marketing, and product teams
  • Solid writing and presentation skills to translate detailed content into impactful client success
  • Skills of successful candidates include being goal-oriented, collaborative, customer-focused, detailed, persistent, active listeners, and resourceful
  • Requires solid project management, planning, and organizational skills with good attention to detail; ability to work independently as well as part of a team

Complete the form below to apply.

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