The Customer Success Manager will oversee customer relationships post-implementation, drive product adoption, manage renewals, and identify expansion opportunities within a portfolio of B2B SaaS customers.
We are seeking a Customer Success Manager (CSM) to own the post-implementation customer lifecycle for our SaaS LIMS platform. In this role, you will act as a trusted advisor to laboratory, quality, IT, and executive stakeholders—driving product adoption, measurable business outcomes, renewals, and expansion while ensuring customers realize ongoing value from our platform.
The ideal candidate combines technical aptitude, customer empathy, and business acumen, with experience supporting complex B2B SaaS products in regulated or operationally critical environments.
Key Responsibilities
Customer Relationship & Value Management
- Own a portfolio of SMB, mid-market and enterprise customers from post-go-live through renewal and expansion.
- Build strong, multi-threaded relationships across lab operations, QA/QC, IT, and leadership.
- Develop and maintain Customer Success Plans aligned to each customer’s goals, KPIs, and compliance requirements.
- Serve as the customer’s advocate internally, ensuring feedback influences product and process improvements.
Adoption, Retention & Expansion
- Drive platform adoption through structured onboarding reinforcement, training, and enablement.
- Monitor product usage, health scores, and risk signals to mitigate churn proactively.
- Identify and execute expansion opportunities (modules, users, integrations) in partnership with Sales.
- Lead renewal conversations, ensuring value realization and contract continuity.
Product & Technical Enablement
- Guide customers on best practices for LIMS configuration, workflows, and integrations.
- Translate technical concepts into business outcomes for non-technical stakeholders.
- Partner closely with Implementation, Support, Product, and Engineering teams to resolve issues and optimize outcomes.
- Stay current on product releases, roadmap updates, and industry trends affecting customers.
Data-Driven Success Execution
- Track and report on customer health, adoption metrics, NPS, renewals, and expansion pipeline.
- Use CRM and CS tooling to document interactions, risks, and success milestones.
- Contribute to scalable CS processes, playbooks, and lifecycle automation.
What Success Looks Like
- High customer retention and renewal rates.
- Strong product adoption across core and advanced features.
- Measurable customer outcomes tied to efficiency, compliance, and data integrity.
- Positive customer sentiment, advocacy, and referenceability.
- Consistent identification and execution of expansion opportunities.
Required Qualifications
- 3+ years of experience in Customer Success, Account Management, or Implementation for B2B SaaS.
- Experience supporting complex, configurable software (LIMS, ELN, QMS, ERP, or similar) - LIMS Software preferred by not required.
- Strong understanding of SaaS lifecycle management, renewals, and expansion motions.
- Ability to engage both technical and non-technical stakeholders.
- Excellent communication, presentation, and relationship-building skills.
- Experience working cross-functionally in a fast-paced environment.
Preferred Qualifications
- Prior experience in LIMS, life sciences, diagnostics, pharma, biotech, or regulated industries.
- Prior experience working in a laboratory environment.
- Familiarity with GxP, ISO, CLIA, or FDA-regulated lab environments.
- Experience managing enterprise or strategic accounts.
- Working knowledge of APIs, integrations, or data workflows.
- Experience with CS tools (e.g., Gainsight, Totango) and CRM platforms (e.g., Salesforce).
Why Join Us
- Help modernize laboratory operations through mission-critical software.
- Work with innovative customers solving real-world scientific challenges.
- Influence product direction through close customer collaboration.
- Competitive compensation, benefits, and growth opportunities.
- Remote-first, collaborative, and customer-centric culture.
Base Salary Range: $70,000 - $80,000 USD / Annually
The ideal candidate combines technical aptitude, customer empathy, and business acumen, with experience supporting complex B2B SaaS products in regulated or operationally critical environments.
Key Responsibilities
Customer Relationship & Value Management
- Own a portfolio of SMB, mid-market and enterprise customers from post-go-live through renewal and expansion.
- Build strong, multi-threaded relationships across lab operations, QA/QC, IT, and leadership.
- Develop and maintain Customer Success Plans aligned to each customer’s goals, KPIs, and compliance requirements.
- Serve as the customer’s advocate internally, ensuring feedback influences product and process improvements.
Adoption, Retention & Expansion
- Drive platform adoption through structured onboarding reinforcement, training, and enablement.
- Monitor product usage, health scores, and risk signals to mitigate churn proactively.
- Identify and execute expansion opportunities (modules, users, integrations) in partnership with Sales.
- Lead renewal conversations, ensuring value realization and contract continuity.
Product & Technical Enablement
- Guide customers on best practices for LIMS configuration, workflows, and integrations.
- Translate technical concepts into business outcomes for non-technical stakeholders.
- Partner closely with Implementation, Support, Product, and Engineering teams to resolve issues and optimize outcomes.
- Stay current on product releases, roadmap updates, and industry trends affecting customers.
Data-Driven Success Execution
- Track and report on customer health, adoption metrics, NPS, renewals, and expansion pipeline.
- Use CRM and CS tooling to document interactions, risks, and success milestones.
- Contribute to scalable CS processes, playbooks, and lifecycle automation.
What Success Looks Like
- High customer retention and renewal rates.
- Strong product adoption across core and advanced features.
- Measurable customer outcomes tied to efficiency, compliance, and data integrity.
- Positive customer sentiment, advocacy, and referenceability.
- Consistent identification and execution of expansion opportunities.
Required Qualifications
- 3+ years of experience in Customer Success, Account Management, or Implementation for B2B SaaS.
- Experience supporting complex, configurable software (LIMS, ELN, QMS, ERP, or similar) - LIMS Software preferred by not required.
- Strong understanding of SaaS lifecycle management, renewals, and expansion motions.
- Ability to engage both technical and non-technical stakeholders.
- Excellent communication, presentation, and relationship-building skills.
- Experience working cross-functionally in a fast-paced environment.
Preferred Qualifications
- Prior experience in LIMS, life sciences, diagnostics, pharma, biotech, or regulated industries.
- Prior experience working in a laboratory environment.
- Familiarity with GxP, ISO, CLIA, or FDA-regulated lab environments.
- Experience managing enterprise or strategic accounts.
- Working knowledge of APIs, integrations, or data workflows.
- Experience with CS tools (e.g., Gainsight, Totango) and CRM platforms (e.g., Salesforce).
Why Join Us
- Help modernize laboratory operations through mission-critical software.
- Work with innovative customers solving real-world scientific challenges.
- Influence product direction through close customer collaboration.
- Competitive compensation, benefits, and growth opportunities.
- Remote-first, collaborative, and customer-centric culture.
Base Salary Range: $70,000 - $80,000 USD / Annually
Top Skills
CRM
Gainsight
Lims
SaaS
Salesforce
Totango
Similar Jobs
Edtech • Information Technology • Software
The Customer Success Manager will engage and retain customers, drive renewals, and interpret data to enhance client experiences and mitigate risks throughout the customer lifecycle.
Top Skills:
GainsightSalesforce
Artificial Intelligence • Cloud • Information Technology • Machine Learning • Software • Big Data Analytics • Automation
The Senior Principal Customer Success Manager builds relationships with key customer stakeholders, drives product adoption and value, and forecasts risks. Responsibilities include guiding change management and representing customer feedback.
Top Skills:
AIDevOpsMachine LearningSaaS
Artificial Intelligence • Cloud • Information Technology • Machine Learning • Software • Big Data Analytics • Automation
The Senior Principal Customer Success Manager builds relationships with key stakeholders, guiding customers in their digital transformation and promoting PagerDuty's product adoption while proactively managing risks and ensuring customer satisfaction.
Top Skills:
SaaS
What you need to know about the Austin Tech Scene
Austin has a diverse and thriving tech ecosystem thanks to home-grown companies like Dell and major campuses for IBM, AMD and Apple. The state’s flagship university, the University of Texas at Austin, is known for its engineering school, and the city is known for its annual South by Southwest tech and media conference. Austin’s tech scene spans many verticals, but it’s particularly known for hardware, including semiconductors, as well as AI, biotechnology and cloud computing. And its food and music scene, low taxes and favorable climate has made the city a destination for tech workers from across the country.
Key Facts About Austin Tech
- Number of Tech Workers: 180,500; 13.7% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Dell, IBM, AMD, Apple, Alphabet
- Key Industries: Artificial intelligence, hardware, cloud computing, software, healthtech
- Funding Landscape: $4.5 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Live Oak Ventures, Austin Ventures, Hinge Capital, Gigafund, KdT Ventures, Next Coast Ventures, Silverton Partners
- Research Centers and Universities: University of Texas, Southwestern University, Texas State University, Center for Complex Quantum Systems, Oden Institute for Computational Engineering and Sciences, Texas Advanced Computing Center
