Customer Success Manager, TetraScience
Cloud Data
Scientific data and AI cloud company
Open for applications
Scientific data and AI cloud company
101-200 employees
Open for applications
101-200 employees
Company mission
To radically improve and extend human life.
Role
Who you are
- Experience in a cloud data customer success team is required
- Absolute customer-centric mindset and meticulous attention to details
- Excellent communicator to align with sales, marketing, and engineering stakeholders
- Minimal 5 years of Customer Success, Professional Services, or Consulting experience in an Enterprise SaaS environment with the ability to forge relationships with users, decision makers, and influential stakeholders
- Required: An understanding of software development and cloud-based data infrastructure (AWS, GCP, Azure)
- Ability to translate customer requests into Product requests
- Ability to immediately interface and build trust with Senior Level Business, Scientific and IT leaders in top-tier BioPharma companies
- Desire to deliver an elite customer experience
- Self-motivated, self-aware, independent, adaptable, and can thrive in a fast-paced startup environment with evolving processes and workflows
- Ability to travel on occasion to customer sites for in-person meetings and workshops. Estimated travel 10-20% depending on customer needs
- Preferred: General understanding of Life Sciences R&D processes and scientific concepts
- Preferred: General understanding of SQL and table design
- Preferred: BS or M.Sc. in Biology, Biotechnology, Bioengineering or Information Technology and/or 5+ years experience in Life Sciences, SaaS/PaaS or software-based tech company
What the job involves
- Deliver an elite customer experience by employing a customer-centric approach
- Own all aspects of customer relationships including retention, expansion and satisfaction (measured by NPS & CSAT)
- Manage the renewal experience and identify and define new scientific business case opportunities aligned to the customers’ objectives and vision with support from Tetra scientific team members where appropriate
- Experience implementing customer success metrics around adoption, expansion and retention
- Experience running QBR's and speed to value presentations
- Proactive outreach and engagement with TetraScience’s existing customers to ensure continued adoption and satisfaction
- Manage customer onboarding with responsibility spanning your accounts’ entire customer journey and experience with TetraScience including design and execution of personalized customer success plan
- Build close relationships with customers to understand their needs with the goal of maximizing value
- Capture and analyze customer feedback to navigate the resolutions of issues in a timely manner
- Collaborate with internal stakeholders such as sales, delivery engineers, and Product to analyze customer feedback and guide customer success
- Collaborate with theTetra Product team to advocate for customer’s feedback and incorporate insights into Tetra product roadmap
- Own key success metrics such as NPS, CSAT, and Success Plan objectives on customer health through timely status updates and customer reviews
- Leverage data insights to manage progress, performance, and priorities
Otta's take
Xav Kearney
CTO of Otta
TetraScience connects lab instruments, software, and data applications through a cloud-native platform that’s purpose-built for the bio and pharma industries. As the only software of its kind, it provides scientific data that can be transformed into faster actionable information, accelerating new scientific discoveries.
Due to TetraScience’s machine learning capabilities, it benefits from partnerships and collaborations with other science-focused tech companies. Recently, TetraScience announced a strategic partnership with Google Cloud to speed up drug development and other scientific discoveries. This partnership combines the Tetra Scientific Data and AI Cloud with Google Cloud’s infrastructure and AI technologies, empowering the life science industry to harness Scientific AI for quicker insights and improved research, development, and quality-control processes for advanced therapies.
With substantial funding behind it, TetraScience is a significant asset to the scientific community. The company's commitment to innovation and collaboration ensures it remains at the forefront of accelerating scientific research and discovery, with its partnerships and technological advancements driving continuous growth and impact in the industry.
Insights
Company
Funding (last 2 of 6 rounds)
Apr 2021
$80m
SERIES B
May 2020
$11m
SERIES A
Total funding: $117.1m
Company benefits
- Unlimited PTO
- 100% Company Paid Health, Dental & Vision
- Company Paid Life Insurance
- 401k Savings
- Company Paid Disability Insurance
- Equity Program
Company values
- Transparency and context
- Trust and collaboration
- Fearlessness and resilience
- Equality of opportunity
- Alignment with customers and partners
- Commitment to craft
Company HQ
Back Bay, Boston, MA
Founders
Siping Wang
(President & CTO)Previously COO and CEO at TetraScience and Software Engineering at Cornell Superconducting RF Lab.
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