Quartzy is looking for a Director of Customer Success to help us deliver amazing lab productivity and purchasing to life science R&D organizations. 

You’ll lead a team of Customer Success Managers who are committed to helping us accomplish our goals of improving our customer experience, driving increased adoption, and ultimately driving expansion within our accounts. If you are interested in making a big impact on helping labs run more efficiently while working for a fast-growing company that’s disrupting the life sciences industry, this role is for you. 

Quartzy is a 100% distributed team so this role can be done anywhere in the US. 

About You

You have 5 years experience leading Customer Success in a B2B SaaS environment. You’ve built or dramatically improved customer health scoring, and manage the customer interactions for your organization. You have experience managing and deriving insights and actionable intelligence from NPS(or similar). 

Why Quartzy

Quartzy is the world’s #1 lab management platform. Every day, hundreds of thousands of scientists from all over the world improve the efficiency of their research by using Quartzy. Our software combines lab resource management and eCommerce, producing unique value in this large market, returning time to researchers who can focus on their next discoveries. Our customer range from wine makers, to food/ag companies, to companies working on COVID testing and therapies. We are humbled every day to serve them. 

What You'll Do

• Learn the Quartzy product and how we deliver value to customers
• Learn how Customer Success ensures our customers get maximum value from the platform
• Refine how we prioritize our efforts across hundreds of customers for maximum impact
• Setup a process for managing customer interactions across Quartzy, including Product, Marketing, and Sale
• Lead a best-in-class customer success team 
• Establish new and assess existing processes in order to deliver a successful onboarding, adoption, retention, renewal and expansion of our customer portfolio
• Increase overall customer lifetime value through higher product adoption, usage, customer satisfaction and NPS scores 
• Inspire and drive a company-wide culture of Customer Success, creating a strong culture that fosters customer advocacy
• Partner with counterparts in Sales, Account Management and Implementation teams to ensure effective success plans are in place for existing and incoming customers 

• 6-10 years of customer success experience, preferably within a SaaS, Media or Consulting organizations with at least 5 years in a management role
• Strong track record of identifying customer needs and successfully implementing long-term technology solutions
• Excellent communication skills both with customers and within an organization
• Strong track record of defining and executing against key performance indicators
• Comfortable and willing to be a hands-on contributor, on-site with customers
• Analytical and process-oriented excellence
• Bachelor's degree or equivalent experience

• Great Culture - Participate in our fun events like speaker series, virtual happy hours & company/department off-sites 
• Remote Team - We’re 100% distributed 
• Transparency - Weekly all company stand ups, monthly town halls, quarterly state of the start ups and anytime access to co-founders
• Generous Time Off - Take the time you need, when you need it 
• Internet Stipend - Quartzy provides a monthly stipend for your internet service
• Great Gear - We’ll set you up for success with the latest tech and help you outfit your home office.

Does this sound like you? We'd love to hear from you.