Customer Success Manager

Summary

Quartzy is seeking a Customer Success Manager to lead and manage our renewals process for mid-market accounts. In this role, you’ll build relationships with current Quartzy users in order to grow adoption of the platform and retain their business with Quartzy.

You are self-motivated, curious, and are well-versed in working with a variety of personas.  You understand the sales mindset but are also highly process driven. You’re an exceptional communicator who can remove barriers to customer retention while collaborating with other teams/departments to deliver high value customer experiences during the renewal process. You enjoy demonstrating new capabilities or features users may be interested in, and identifying areas where roadblocks can be eliminated that are in the way of achieving a customer's goals.  You are a proven technical and analytical person looking for your next challenge. 

Why Quartzy

Quartzy is the world’s #1 lab management platform. Every day, hundreds of thousands of scientists from all over the world improve the efficiency of their research by using Quartzy. Our software combines lab resource management and eCommerce, producing unique value in this large market, returning time to researchers who can focus on their next discoveries. Our customers range from companies working on COVID testing and therapies, to wine makers, to food and ag companies. We are humbled every day to serve them. 

• You will own, drive and lead the renewals process for mid-market accounts
• Collaborate with the Sales/Success Management team to drive the renewal process for Enterprise customers to preserve and enhance customer contracts and relationships
• Establish and maintain standard operating procedures for mid-market account subscription renewals
• Proactively engage with customers and internal teams to coordinate upcoming subscription renewals
• Maintain and report an accurate rolling 90-day forecast of renewals
• Negotiate and execute renewal contracts that align to customer goals
• Work closely with Sales/Success team to drive incredible renewal rates and minimize churn
• Understand customer experience/context and provide product suggestions and training to best serve their goals
• Participate in or lead annual/quarterly account reviews, and lead Renewals Meetings as needed
• Discover and identify upsell/cross sell opportunities upon contract renewal to maximize customer growth
• Report customer product feedback to Product and Engineering teams

• 2+ years sales, or account management experience (SaaS preferred)
• Strong multi-tasking and organizational skills 
• Fantastic written and verbal communication
• Eager to learn and grow
• Bachelor's degree or considerable and relevant work experience
• A tech savvy person who is experienced working with a variety of different technology (we use Salesforce, Outreach, and other sales automation/enablement tools)
• Interest (or a background) in life sciences is preferred

• Mission-Driven Culture - We care deeply about helping scientists advance scientific research and we hope you do too!
• Transparency -  Weekly all company stand ups, monthly town halls, quarterly state of the start ups and anytime access to co-founders
• Generous Time Off - Take the time you need, when you need it 
• Internet Stipend - Quartzy provides a monthly stipend for your internet service
• Great Gear - We’ll set you up for success with the latest tech and help you outfit your home office.

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