We are looking for a strategic Customer Success Manager (CSM) to join our team, managing a portfolio of key enterprise accounts. A successful CSM partners with multiple customers to ensure they realize the full value and return on investment from the Asset Genius solution. You will develop customer relationships, moving beyond daily service to become a trusted strategic advisor. You'll leverage data from across your accounts to share best practices, drive adoption, and ensure our solution is deeply embedded in the customer's business. This role is the primary driver of long-term customer health, retention, and growth. You must be commercially minded, a self-starter, and able to work independently while collaborating with key OneSource teams
Responsibilities
The specific role may require some portion, if not all, of the responsibilities noted below:
Strategic Account Management & Value Realization
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.
Commercial Growth & Opportunity Identification
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.
Product & Development Collaboration
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.
Basic Qualification:
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.
Requirements
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.
Working Environment
This is a remote or hybrid role based out of a home or corporate office.
Must be able to remain in a stationary position for a majority of the workday, primarily operating a computer.
Benefits
Health insuranceRemote work optionsEquity / stock options
Additional Information
When joining PerkinElmer, you select an experienced and trusted leader in scientific solutions, with the support of a global service network and distribution centers, providing the right solution, at the right time, to meet critical customer needs. With over an 80+ year legacy of advancing science and a mission of innovating for a healthier world, our dedicated team collaborates closely with commercial, government, academic and healthcare customers to deliver our broad portfolio of analytical solutions, and OneSource services.
Job Title
Customer Success Analyst (Hybrid)
Location(s)
Customer Site - MA
Job Description
Perkinelmer · Customer Site, MA