Customer Success Manager | Geneious

Our Why At Dotmatics 

At Dotmatics, we believe science, data, and decision-making must be deeply intertwined for innovation to thrive. 

Our Portfolio includes Luma, LumaLab Connect, ELN Platform, Graphpad Prism, Geneious, SnapGene, Protein Metrics, OMIQ, FCS Express, LabArchives, NQuery, EasyPanel, MStar, SoftGenetics and Virscidian.

We have a vision for a new Lab of the Future that will change the future of scientific research.

We have created the world’s most comprehensive digital science platform – best-of-breed software applications already used by more than 2 million scientists, together in a single ecosystem united by a powerful, flexible enterprise data platform. This is not flat data buried away in digital graveyards. This is dynamic, multi-dimensional decision-making.

Scientific enterprises need a new level of effectiveness to achieve tomorrow’s breakthroughs. Illness will not wait. The biosphere will not wait. We are tireless in our vision, because the time for innovation is now.

Shaping the Future of Science At Dotmatics 

Our global team of more than 800 colleagues are dedicated to supporting our customers in over 180 countries. Together, with our scientific community of users, we accelerate scientific innovation in order to make the world a healthier, cleaner, and safer place to live.

You’ll join a collaborative, global team pushing the boundaries of scientific innovation.  Your ideas and efforts will have a tangible impact, accelerating scientific progress and discovery. We offer a dynamic, remote-friendly environment that fosters high integrity and collaboration, empowering you to excel. Dotmatics is a company built by scientists, for scientists. Combined, we are now the world’s largest cloud-based scientific research R&D platform. We need your help to keep growing and pioneering the future.

 

We are Science Driven. We are Customer Centric. We are Better Together. 

 

What do we need 

Dotmatics is seeking an Enterprise Customer Success Manager for two of its flagship brands, Geneious and SnapGene.  As a key member of the Customer Success group, this role will allow us to increase the overall value we provide customers by offering a higher level of account management, onboarding, engagement and overall support.

Ultimately, this role is more than just managing and triaging incoming customer requests. At its core, the Enterprise Customer Success Manager will take a proactive approach to building the long-term relationship within a customer by extending their current license(s) and introducing new products across the portfolio.

You will manage a mix of large strategic accounts and developing SME accounts to drive customer satisfaction, application engagement, customer retention, and growth, while using your background in science or research to connect with users. You will serve as a key point of contact for high value customers, understanding their success criteria, sharing best practices, providing solution guidance, and helping them realize value from the suite of products. In this role, you are part coach, project manager, consultant and product specialist and your ultimate goal is to build usage and customer loyalty.

In this role you will get to 

• Manage a portfolio of large strategic and Enterprise customers
• Participate in presales activities with cross functional Sales teams and transition those accounts into consolidated enterprise customer relationships
• Work internally across Customer Success, Support and Sales to improve pre-sales and post sales communication
• Help maintain retention & growth rates
• Monitor customer usage data and proactively identify potential issues or areas for improvement to prevent churn.
• Provide clients with performance reports and insights, highlighting the value delivered and suggesting areas for improvement.
• Design and deliver Stakeholders communication strategies across the organization to further promote and embed the products in the research cycle.
• Become a product champion and use this knowledge to effectively guide customers towards their desired outcomes through scaled engagements.
• Serve as the primary interface to manage and resolve critical situations
• Identify, improve, and lead all aspects of the health of each of your customers (CSAT).
• Drive product adoption by leading onboarding for new customers and teams and supporting overall user value of the products 
• Develop playbooks and contribute to team strategy for new customer onboarding and customer growth/renewal to ensure ongoing customer success.
• Create strong value-add engagement at every stage of the customer engagement journey, as measured by adheren