Manage a portfolio of enterprise-level accounts, serving as their primary point of contact and advocate.
Proactively analyze customer utilization data to identify trends, and ensure the software is working to its full potential.
Share best practices and innovative use cases with local team and data coordinators gathered from across your entire account portfolio to drive deeper Asset Genius adoption.
Partner with the Sales team to identify and execute on expansion opportunities within your accounts.
Monitor account health and adoption metrics to identify renewal risks and develop proactive mitigation plans.
Drive customer advocacy by identifying referenceable customers, case studies, and product champions.
Act as the "voice of the customer" by gathering and consolidating feedback.
Collaborate with the Product Management teams to help write clear, detailed requirements for new features and solution enhancements.
Identify and troubleshoot high-level strategic issues or platform-wide challenges, coordinating with technical support for resolution.

Bachelor's Degree with 3+ years of experience in Customer Success, Strategic Account Management, or Consulting for a B2B SaaS company.
Associates degree with 5+ years of experience in Customer Success, Strategic Account Management, or Consulting for a B2B SaaS company.
High School Diploma with 7+ years of experience in Customer Success, Strategic Account Management, or Consulting for a B2B SaaS company.
Previous experience in biotech and/or pharmaceutical laboratories or a deep understanding of lab operations and asset management.
Excellent analytical skills: Ability to interpret data, identify trends, and translate them into a compelling business narrative.
Exceptional communication skills, with the ability to build relationships and present to stakeholders from lab managers to executive leadership.
Experience in writing business or functional requirements for a software solution.
Attention to detail with an emphasis on accuracy and quality.

Customer Success Analyst

Key skills