Note: The job is a remote job and is open to candidates in USA. QBench is seeking a Customer Success Manager to own the post-implementation customer lifecycle for its SaaS LIMS platform. The role focuses on customer adoption, value realization, retention, renewals, expansion, technical enablement, and data-driven success execution across laboratory, quality, IT, and executive stakeholders.
Responsibilities
- 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
- 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
- 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
- Track and report on customer health, adoption metrics, NPS, renewals, and expansion pipeline
- Use CRM and CS tooling to document interactions, risks, and success milestones
- Contribute to scalable CS processes, playbooks, and lifecycle automation
Skills
- 3+ years of experience in **Customer Success, Account Management,** or **Implementation** for B2B SaaS
- Experience supporting **complex, configurable software** (LIMS, ELN, QMS, ERP, or similar) - LIMS Software preferred by not required
- Strong understanding of SaaS lifecycle management, renewals, and expansion motions
- Ability to engage both technical and non-technical stakeholders
- Excellent communication, presentation, and relationship-building skills
- Experience working cross-functionally in a fast-paced environment
- Prior experience in **LIMS, life sciences, diagnostics, pharma, biotech, or regulated industries.**
- Prior experience working in a laboratory environment
- Familiarity with GxP, ISO, CLIA, or FDA-regulated lab environments
- Experience managing enterprise or strategic accounts
- Working knowledge of APIs, integrations, or data workflows
- Experience with CS tools (e.g., Gainsight, Totango) and CRM platforms (e.g., Salesforce)
Benefits
- Remote-first work arrangement
- Competitive compensation, benefits, and growth opportunities
- Collaborative and customer-centric culture
Company Overview