Full-Time Enterprise Customer Success Manager

Dotmatics is seeking an Enterprise Customer Success Manager for two flagship brands, Geneious and SnapGene.

This role will increase customer value by offering enhanced account management, onboarding, engagement, and support.

Key Responsibilities:

• Manage a portfolio of large strategic and Enterprise customers.
• Participate in presales activities and transition accounts into consolidated relationships.
• Improve pre-sales and post-sales communication.
• Monitor customer usage and identify potential issues.
• Provide performance reports and insights.
• Design communication strategies.
• Become a product champion to guide customers.
• Manage and resolve critical situations.
• Drive product adoption and user value.
• Develop playbooks for onboarding and customer growth.
• Create value-add engagement at all stages.
• Identify and manage upsell, cross-sell, and expansion opportunities.
• Ensure maximum value from Dotmatics products.
• Inform future feature roadmap based on customer needs.
• Work with experts to fill gaps in content.

Key Skills:

• Account Management (Life Sciences SaaS or license-based Scientific Software)
• High-quality presentations to non-technical audiences
• Building trust and understanding customer needs
• Managing valuable relationships with a diverse customer base
• Managing churn and increasing renewals
• Working with cross-functional teams

Preferred Qualifications:

• Masters or PhD in biochemistry, biology, or bioinformatics (Optional)

Software Proficiency:

• CRM software (Salesforce preferred)
• Zendesk or similar ticketing systems
• Project management tools

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