Manager of Customer Success, Dotmatics

• We’re looking for people with 8+ years of customer support experience in a SaaS or software environment, With at least 3 in a people leadership role, ideally working with scientific or technical software
• You thrive in fast-paced, evolving environments and are passionate about solving problems for customers with a proactive mindset
• Expert user experience using or acting as an Service Desk Leader for Zendesk or similar ticketing systems
• Strong background in customer success, account management, or SaaS customer support
• Knowledge of case management and support workflows
• Experience supporting technical or scientific software users
• Ability to project manage strategic initiatives
• Demonstrated success in scaling Customer Success as a shared service model
• Background managing accounts in Life Sciences, SaaS, or license-based software
• Skilled in churn management, renewal processes, and value-based account relationships
• Proven collaboration with Sales, Product, and cross-functional teams
• Ability to develop department-level SOPs and scalable processes

Desirable

• We’re hiring a Manager, Customer Success (scientific applications) to elevate our customer support function and deliver greater value across our client base
• This is a hybrid strategic and operational role that will strengthen customer relationships as well well as supporting our internal teams while shaping how we scale support and engagement
• You’ll serve as a primary point of contact for a range of customers—understanding their goals, guiding them on best practices, and helping them extract maximum value from our solutions
• At the same time, you’ll lead key operational initiatives to improve onboarding, support workflows, and customer engagement across products
• Lead a Support Team responding to licensing issues, account setups, quoting, order processing, and activation support
• Lead performance and development of assigned team members
• Collaborate with cross-functional teams (Product, Quality Assurance, Sales, Finance) to resolve technical and non technical cases and ensure customer satisfaction
• Manage escalations and define resolution strategies in collaboration with team members
• Drive onboarding and adoption, ensuring new customers are set up for success
• Oversee customer lifecycle health—monitoring Customer Satisfaction (CSAT_, renewals, and overall engagement health
• Create playbooks, Standard Operating Procedures (SOPs), and processes to streamline onboarding, renewals, and customer expansion
• Deliver value-added interactions throughout the customer journey, tracked against monthly/quarterly KPIs
• Identify and manage upsell and expansion opportunities, nurturing long-term customer growth
• Support special projects such as collections, customer data hygiene, content initiatives, and experience improvements
• Indirectly manage and mentor offshore L1 support team members if needed