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
Information Technology • Machine Learning • Software • Conversational AI • Generative AI • Manufacturing
Manage customer accounts to ensure successful onboarding, product adoption, and ongoing engagement. Drive customer satisfaction and retention through strong relationships and data insights.
Top Skills:
Crm ToolsCustomer Success PlatformsSalesforce
Information Technology • Productivity • Software • Infrastructure as a Service (IaaS)
The Enterprise Customer Success Manager is responsible for managing relationships with strategic enterprise customers, ensuring exceptional service, proactive engagement, and account growth. Duties include strategic account management, customer experience enhancement, business enablement, onsite visits, revenue growth, internal collaboration, and success metrics management.
Healthtech • Pet
As a Customer Success Manager, you'll develop and maintain relationships with veterinary hospital partners, strategize account growth, and gather customer feedback to inform product development and long-term goals.
What you need to know about the Colorado Tech Scene
With a business-friendly climate and research universities like CU Boulder and Colorado State, Colorado has made a name for itself as a startup ecosystem. The state boasts a skilled workforce and high quality of life thanks to its affordable housing, vibrant cultural scene and unparalleled opportunities for outdoor recreation. Colorado is also home to the National Renewable Energy Laboratory, helping cement its status as a hub for renewable energy innovation.
Key Facts About Colorado Tech
- Number of Tech Workers: 260,000; 8.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lockheed Martin, Century Link, Comcast, BAE Systems, Level 3
- Key Industries: Software, artificial intelligence, aerospace, e-commerce, fintech, healthtech
- Funding Landscape: $4.9 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Access Venture Partners, Ridgeline Ventures, Techstars, Blackhorn Ventures
- Research Centers and Universities: Colorado School of Mines, University of Colorado Boulder, University of Denver, Colorado State University, Mesa Laboratory, Space Science Institute, National Center for Atmospheric Research, National Renewable Energy Laboratory, Gottlieb Institute
