Full-Time SaaS Customer Success Director

QuartzBio (www.quartz.bio) is a Software-as-a-Service (SaaS) solutions provider to the life sciences industry. We deliver innovative data-enabling technologies for biotech/pharma (R&D) teams. Our solutions provide enterprise-level access to sample/biomarker data management, analytics, information, insight, and reporting. Our suite of solutions connects biospecimen, assay, and clinical data to provide sponsors with information and insight. We enable seamless, automated data management, key insight development, improved collaboration, and faster, more informed decisions.

The Customer Success Director will be accountable for customer onboarding, adoption, value realization, expansion, retention, and advocacy. This role builds and manages customer relationships and collaborates with delivery and sales teams to achieve retention and growth goals.

1. Strategic Leadership: Shape long-term strategy to enhance client outcomes and company revenue.
2. Enterprise Change Management: Lead transformational projects for enterprise customers.
3. Relationship Expansion: Build executive-level relationships for strategic alignment.
4. Cross-Functional Collaboration: Bridge customer success, product, and sales teams.
5. Portfolio Management: Oversee high-impact accounts ensuring exceptional customer experiences.
6. Customer Advocacy and Thought Leadership: Represent at industry events.
7. Team Enablement: Standardize practices for efficiency and scalability.
8. Customer Onboarding: Ensure successful onboarding, understanding customer needs, managing product implementation and establishing a governance framework for ongoing interactions.
9. Product Expertise: Develop a deep understanding of QuartzBio products and services.
10. Account Growth: Identify opportunities for upselling/cross-selling.
11. Customer Feedback: Gather and relay feedback to product development.
12. Renewals and Retention: Proactively manage client renewals and prevent churn.
13. Metrics and Reporting: Monitor customer success metrics and KPIs.
14. Issue Resolution: Address customer concerns effectively.

Qualifications:

• Bachelor's degree in a related field and 10+ years of experience in customer success, solution delivery, practice management, consulting, or portfolio management.
• 8-12 years of project leadership experience.
• 6-10 years of experience in customer-facing roles.
• Strong problem-solving and analytical skills.
• Excellent communication skills (written and verbal).
• Proven leadership and strategic impact.
• Experience leading projects and teams.

Leadership Expectations:

• Adheres to company principles and code of ethics.
• Provides clear direction and feedback.
• Listens actively to team members.
• Possesses high emotional intelligence.
• Manages conflicts fairly and objectively.
• Identifies and solves problems.
• Manages time effectively.
• Adapts to organizational changes.

Compensation Range: $152,080 - $228,060 USD

Employment Type: Full Time

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