Customer Success Manager

About Sapio Sciences

Sapio Sciences is on a mission to accelerate scientific drug discovery and high-throughput clinical and diagnostics for our clients and partners. The Sapio team consists of expert and highly collaborative scientists, software developers, and professionals passionate about providing a best-in-class lab informatics platform and industry-specific solutions.

Sapio is one of the few software providers to offer a truly unified and highly configurable lab informatics platform and a broad suite of purpose-built solutions. The Sapio platform makes it easy for scientists, laboratory, and bio/informatics professionals to streamline and manage their end-to-end laboratory operations, from instrument data integration to workflow and experiment setup to sample and materials management, data management, and scientific data analysis and reporting.

Working at Sapio

At Sapio, we’re not just building lab informatics solutions. We’re creating tools made for the scientist and motivated to make the world a better place. We understand that lab informatics is about more than managing data or connecting workflows. It’s about making life easier for the scientist and making scientific progress faster for everyone. Our platform delivers the levels of configurability, usability and insight that scientists have only ever dreamed of.

We’re a team of scientists, developers and innovators who question convention and stay focused on what matters most - advancing drug discovery science. We challenge the status quo and respond to the needs at the heart of science with powerful solutions that are simple to use, effortless to evolve and downright easy to love.

As part of the Sapio team, you’ll work in a collaborative and forward-thinking environment where your ideas are valued, your growth matters and your work makes a difference.

We’re proud to partner with leading labs around the world, from ambitious start-ups to global organisations, who trust Sapio to support discovery, development and diagnostics with industry-first science-aware solutions.

Position Summary Sapio Sciences is looking for an experienced professional who can deliver strategic insights combined with an outcome-focused mindset, ensuring our customers feel guided, consulted, valued, understood, and empowered. Responsible for fostering strong relationships while creating new contacts, anticipating needs, and going above and beyond to provide exceptional experiences for each customer.  Living the Sapio brand and becoming a trusted partner will guide all activities. It is also critical to ensure our customers realize the full potential of our solutions, supporting long-term value realization, and meeting strategic objectives. The CSM will work closely with customers and internal teams to proactively identify areas for improvement, helping drive growth and ongoing success. Remote (EST): Candidates must live and work within the US Eastern Time Zone.

Key Responsibilities:

Customer Relationship Management Ability to assist customers and understand the scientific language of ELN/LIMS and AI Provide customer consultation on best practice related to data management, laboratory execution and AI exploration and adoption Drive usage, time to value, and user adoption while developing and tracking  KPIs  to measure Customer Health and report accurately to the management team. Cultivate and maintain strong, trusting relationships with customers through regular, personalized communication and support including QBRs Develop and identify new opportunities for Sapio to deliver value to clients aligned with existing and emerging solutions. Work in partnership with Commercial team to develop Account Plans, action plans and messaging in order to align activities across the customer life cycle that align with client strategic goals and business initiatives. Actively listen to customer needs and concerns, displaying empathy and a solution-oriented approach in every interaction. Serve...