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About the Role

Sapio Sciences is seeking an experienced professional to deliver strategic insights and foster strong customer relationships. This role focuses on guiding, consulting, and empowering customers to ensure they realize the full potential of Sapio's solutions, driving long-term value and meeting strategic objectives. The Customer Success Manager will collaborate with customers and internal teams to identify improvements and support growth.

Responsibilities

Assist customers and understand the scientific language of ELN/LIMS and AI.
Provide customer consultation on best practices for data management, laboratory execution, and AI exploration.
Drive customer usage, time to value, and user adoption, tracking KPIs for Customer Health.
Cultivate and maintain strong, trusting relationships through regular communication and support, including QBRs.
Develop and identify new opportunities for Sapio to deliver value to clients.
Partner with the Commercial team to develop Account Plans, action plans, and messaging.
Actively listen to customer needs and concerns with empathy and a solution-oriented approach.
Serve as the customer’s advocate internally, collaborating with other departments.
Track and report on customer success metrics and KPIs.
Guide new customers through a welcoming onboarding process.
Support new customer onboarding by transferring pre-partnership expectations to the post-sale team.
Develop and implement onboarding materials for the Sapio partnership.
Proactively monitor customer accounts to identify and offer solutions to challenges.
Develop and execute customer success plans to drive adoption, satisfaction, and retention.
Maintain close customer communication, gathering feedback at key milestones.
Conduct milestone surveys to track satisfaction.
Monitor customer health metrics to proactively identify and address potential risks.
Resolve customer issues promptly with a solution-driven approach.
Anticipate needs and provide tailored support.
Coordinate customer workshops, webinars, and check-ins for education on product features and best practices.
Expand contact network within accounts to identify new opportunities.
Highlight areas for customer experience improvement internally.
Strive for a 100% referenceable customer base.
Design and implement customer touchpoints with a hospitality mindset.
Take a concierge-style approach to customer needs.

Requirements

Prior experience (10+ yrs) in customer success or account management-related roles in scientific software industries.
Empathetic Communication Skills: Strong interpersonal skills with a focus on empathy, patience, and understanding.
Problem-Solving Skills: Ability to anticipate challenges and provide creative, customer-centered solutions.
Organizational Skills: Strong organization and multitasking abilities.
Team-Oriented Mindset: Collaborative spirit.
Proficiency with CRM and customer success tools.
Experience in survey data analysis is a plus.
Global travel to client sites is required.

Skills

ELN/LIMS
AI
Data Management
Laboratory Execution
Customer Relationship Management
CRM
Customer Success Tools
Survey Data Analysis

Location

Global

Work Type

Full-time

Experience Level

10+ years

Education Level

Bachelor’s degree in Bioinformatics/ Laboratory informatics, Information technology with scientific applications, Life Sciences, Scientific computing or Data Management, Hospitality, Communications or Public Relations or a related field.

About the Company

Sapio Sciences is on a mission to accelerate scientific drug discovery and high-throughput clinical and diagnostics.
The Sapio team consists of expert and highly collaborative scientists, software developers, and professionals passionate about providing a best-in-class lab informatics platform and industry-specific solutions.
Sapio is one of the few software providers to offer a truly unified and highly configurable lab informatics platform and a broad suite of purpose-built solutions.
The Sapio platform streamlines and manages end-to-end laboratory operations, from instrument data integration to workflow and experiment setup to sample and materials management, data management, and scientific data analysis and reporting.
At Sapio, we’re creating tools made for the scientist and motivated to make the world a better place.
Our platform delivers high levels of configurability, usability, and insight.
We’re a team of scientists, developers and innovators who question convention and stay focused on advancing drug discovery science.
We challenge the status quo and respond to the needs at the heart of science with powerful solutions.
As part of the Sapio team, you’ll work in a collaborative and forward-thinking environment where your ideas are valued, your growth matters and your work makes a difference.
We’re proud to partner with leading labs around the world, from ambitious start-ups to global organisations.
Our core values are EMBRACE: Embrace the future, Make a difference, Be true partners, Remember why we’re here, Act with empathy, Commit to transparency, Excel in quality.

Equal Opportunity

We do not discriminate based on race, colour, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or any other status protected by law or regulation.
We intend that all qualified applicants be given equal opportunity and that selection decisions are based on job-related factors.
We are committed to creating a diverse and inclusive workplace and encourage applications from all qualified individuals.
We are committed to ensuring an inclusive and accessible recruitment process. If you require any reasonable adjustments, at any stage across the application, interview & assessment processes then please let us know. We will work with you to support your needs in confidence.