Customer Success Manager, ZAGENO
More information about location
2+ days a week in office
Online marketplace for life science research products
Be an early applicant
Online marketplace for life science research products
101-200 employees
Be an early applicant
More information about location
2+ days a week in office
101-200 employees
Company mission
To accelerate scientific innovation by streamlining biotech purchasing processes.
Role
Who you are
- 3–5 years of experience in a customer-facing role such as Customer Success, Account Management, or Implementation, ideally within a SaaS or marketplace environment
- Demonstrated ability to build trusted, long-term relationships with customers and cross-functional partners
- Strong technical aptitude and curiosity — comfortable learning and troubleshooting platform workflows and integrations
- Experience or familiarity with the life sciences or biotech industry is preferred
- Excellent communication and active listening skills, with the ability to simplify complex topics into clear, actionable insights
- Analytical, organized, and data-driven — you use insights to anticipate customer needs and drive business outcomes
- Resourceful, self-starter mindset — you take ownership of your business, think strategically, and act with urgency
- Collaborative team player who thrives in a fast-paced, evolving environment
- Fluent in French and English, and based in the Greater Paris Metro Area, France
- Bachelor’s degree or equivalent experience required; prior experience in a high-growth technology startup is a plus
What the job involves
- We are seeking a Customer Success Manager based in the Greater Paris Metro Area to join our Customer Success team and help shape the core experience for ZAGENO customers
- In this role, you will build and maintain strong relationships with ZAGENO’s customers to drive adoption of our platform and ensure long-term success
- You will partner closely across teams — including Product, Sales, and Marketing — to support scientists conducting critical clinical research
- You will manage customer relationships in the biotechnology and pharmaceutical sectors, developing a deep understanding of each customer’s goals, needs, and challenges
- You’ll proactively address potential issues, identify growth opportunities, and leverage data to drive insights and continuous improvement, both internally and externally
- Partner closely with the Sales team to develop and execute tailored account growth strategies for our French customer base
- Become a trusted advisor and expert on the ZAGENO platform, helping customers maximize adoption, streamline processes, and realize measurable value
- Build and nurture strong relationships with key stakeholders across R&D, procurement, and finance to understand their goals, challenges, and success criteria
- Collaborate with Customer Success teammates and cross-functional partners including Product, Engineering, Data, and Operations to ensure seamless customer experiences
- Monitor customer usage, engagement, and performance metrics through dashboards and analytics to uncover insights and growth opportunities
- Prepare clear and actionable reports and documentation, ensuring alignment between internal teams and customer stakeholders
- Stay current on product updates and enhancements, and develop customer education plans to drive awareness and adoption of new features
- Take ownership in resolving customer issues through proactive problem-solving and data-driven insights, while identifying opportunities to enhance internal processes
- Act as the voice of the customer, influencing product development and company strategy to improve the overall marketplace experience
- Manage project timelines, deliverables, and communications to keep initiatives on track and deliver outcomes that exceed expectations
Our take
It goes without saying a solution supporting the speed of life science innovation and research is eye-catching. Zageno, founded in 2015, has developed a marketplace for industry leading products for researchers.
The ethos behind the company is to make the logistical part of research all the more easy for researchers to have “eureka” moments. Over the years Zageno has built up a strong rapport within the industry leading to a strong customer base including New York Genome Center and Remix Therapeutics.
The company attracted a large funding round to which it will be able to continue its support to science on a larger magnitude globally. In the same vein of rapid growth Zageno showed a fever for scaling by recently appointing Tracy-Ann Brown as Senior VP of People, Tracy previously led WeWork growth from 12 to 15,00 across the US and Japan operations.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
May 2023
$33m
LATE VC
Nov 2021
$60m
SERIES C
Total funding: $121m
Company HQ
Central Square, Cambridge, MA
Leadership
Florian Wegener
(Co-Founder & CEO)Previously a Medical Doctor Cardiology at University Hospital of Frankfurt and a Consultant at The Boston Consulting Group. More recently acted as VP Global Head of eCommerce at Qiagen.
David Pumberger
(Co-Founder & CSO)Served as the company's CEO from 2015-2018. Previous Manager at PwC Management Consulting and J&M Management Consulting.
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