Customer Success Manager

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 expansi