Full-Time Manager, Customer Success

About Dotmatics: We believe science, data, and decision-making must be deeply intertwined for innovation to thrive. Our portfolio includes industry-leading software applications. We have a vision for a new Lab of the Future that will change the future of scientific research.

The Role: We need a Manager, Customer Success to elevate our customer support function and deliver greater value to our clients.

This is a hybrid strategic and operational role that strengthens customer relationships and supports internal teams.

Responsibilities:

1. Lead a support team handling licensing, account setup, quoting, order processing, and activation support.
2. Lead performance and development of assigned team members.
3. Collaborate with cross-functional teams (Product, Quality Assurance, Sales, Finance).
4. Manage escalations and define resolution strategies.
5. Drive onboarding and adoption.
6. Oversee customer lifecycle health (CSAT, renewals, engagement).
7. Create playbooks, SOPs, and processes.
8. Deliver value-added interactions throughout the customer journey.
9. Identify and manage upsell and expansion opportunities.
10. Support special projects.
11. Indirectly manage and mentor offshore L1 support team members.

Qualifications:

• 8+ years of customer support experience in a SaaS or software environment.
• 3+ years in a people leadership role.
• Experience with scientific or technical software (ideal).
• Expert user experience with Zendesk or similar ticketing systems.
• Knowledge of case management and support workflows.
• Ability to project manage strategic initiatives.
• Success in scaling Customer Success as a shared service model.
• Background managing accounts in Life Sciences, SaaS, or license-based software.
• Skilled in churn management, renewal processes, and value-based account relationships.
• Proven collaboration with Sales, Product, and cross-functional teams.
• Ability to develop department-level SOPs and scalable processes.

Possible additional qualifications:

• Working knowledge or education in relevant scientific domains (analytics, statistics, biochemistry, molecular biology, bioinformatics, genomics).

Compensation: $97,580 – $114,800 USD

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