Customer Success Manager (CSM)

San Ramon, CA, United States

Position:  Customer Success Manager (CSM)

Location:   San Ramon, CA

Job Id:  006-2024

# of Openings:  1

Position:   Customer Success Manager

Corporate Office: San Ramon, California

Relocation Assistance: No

Closing: Continuous Recruitment. We are accepting and reviewing all qualified applicants who meet the minimum requirements which are listed in this announcement for consideration on an ongoing basis.

Application: A detailed cover letter and resume are required for the application screening process.

Salary:   On-Target-Earning (OTE) includes a starting range of $107,000 - $178,000.

The successful candidate's starting base will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. It is not typical for an individual to be hired at or near the top of the base range for this role.

Who You Are

The Customer Success Manager (CSM) plays a crucial and key role on the leadership team. The CSM will craft our customer-success strategies, build strong relationships with our customers and ensure their success and satisfaction with our products and services; and work collaboratively with cross-functional teams to drive customer retention, address any issues or concerns, and identify opportunities for growth. We pride ourselves on our dedication to customer success, and we are seeking a skilled Technical Customer Success Manager to join our dynamic team.

Minimum Qualifications

Bachelor’s degree in engineering, scientific discipline or a related field to quickly learn our product.

Minimum 5–7 years of proven customer-facing experience in customer success, account management, or technical sales support role.

Experience in selling, developing, or using scientific instruments is required.

Strong leadership skills, with the ability to inspire and motivate a team towards achieving common goals.

Impeccable oral and written communication skills. Effectively articulate information to both technical and non-technical audiences.

Exceptional organizational skills, with the ability to multi-task a high volume of opportunities.

Strategic thinker and problem solver with the ability to navigate complex challenges, streamline customer success operations, and implement strategic solutions that drive tangible results.

The ability for building trust and strong relationships with customers and team members is required.

High emotional intelligence and empathy skills.

Comfortable with CRM software and other sales tools. Ability to quickly learn and adapt to new technologies.

Proven track record of meeting or exceeding sales goals and driving customer success.

Ability to collaborate effectively with cross-functional teams.

Ability to work in an open office environment.

Some travel, including overnight, may be required.

Job Responsibilities and Expectations Leads the onboarding process, ensuring customers seamlessly integrate our technical products and services (e.g., viscometers, software, consumables).

Engages with customers to understand their applications and requirements and bring the understanding to the management for product upgrade and new products.

Delivers outstanding and prompt customer service to questions and issues from prospective and existing customers through communication and coordination with internal departments for problem resolution.

Anticipates and mitigates potential challenges, proactively takes actions to ensure a positive customer experience.

Oversees product training sessions for customers and promote features and benefits of products.

Creates and updates educational materials to enhance customers’ satisfaction.

Fosters strong, long-term relationships with customers, acting as a trusted advisor on technical and non-technical matters.

Conducts quarterly business reviews (QBR’s) with customers’ operational and executive stakeholders to drive value and stakeholder engagement.

Identifies upselling opportunities based on customers’ evolving needs and technical requirements.

Establishes and monitors key customer success metrics, adjusting strategies as needed to improve customer satisfaction, retention, and activation.

Generates regular reports for internal teams, providing insights for continuous improvement.

Leads, mentors, and scales, a high-performing field service team to deliver exceptional service and achieve key metrics.

Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, and establishing networks.

This position contributes to achieving specific service-related key performance indicators as defined for revenue, profit, and service order volumes in accordance with our shared corporate values to allow service to permeate through everything we do.

Performs other duties as assigned.

Who We Are

RheoSense is a global high-tech company based in Silicon Valley. Our innovative m-VROC & microVISC instruments feature patented Viscometer/Rheometer-on-a-Chip (VROC) technology. Utilizing state-of-the-art MEMS and microfluidics breakthroughs that redefine the viscometry industry, our instruments offer the smallest sample volume per measurement coupled with exceptional ease of use and accuracy. We are the leader in the biotechnology, pharmaceutical, and emerging protein therapeutics industries. RheoSense instruments have been rigorously tested, approved, and adopted worldwide by Fortune Global 500 companies and leading research universities.

What We Offer

At RheoSense, you can have an excellent job that can grow into a great career. We offer: Financial security through competitive compensation, incentives, and retirement plans.

Training and professional career development opportunities.

Health and welfare programs include medical, dental, vision, life, and wellness programs.

Paid Time Off (PTO) Program.

Paid parental Leave (Maternity and Paternity).

401(k) retirement savings with company match, up to 4%.

Employee share ownership (ISO).

Collaborative, creative, inclusive, and fun team environment.

RheoSense is an equal-opportunity employer and is committed to a diverse and inclusive workplace.

#J-18808-Ljbffr