Customer Success Manager

Metabolon is seeking a proactive and dynamic Customer Success Manager to build and lead our first-ever customer onboarding and engagement program. This role is essential in driving Metabolon's commitment to delivering exceptional value to our clients by maximizing their engagement with Metabolon data and analytical tools. As our Customer Success Manager, you will spearhead the onboarding experience by developing and delivering metabolomics and bioinformatics training resources and establishing the necessary technology and infrastructure to provide flexible, self-paced learning options. Reporting to the Director of Strategic Product Solutions, you’ll collaborate closely with sales, marketing, product development, and technical teams to ensure alignment in customer success initiatives. This role offers an exciting path for growth, with opportunities to expand into additional customer success responsibilities and to build and lead a team as the program evolves.  

• Develop and deliver comprehensive customer training programs for Metabolon's bioinformatics software and metabolomics data, including live sessions, in-person training, and pre-recorded materials. 

• Create and curate product documentation, manuals and in-app tooltips. 

• Oversee customer onboarding and lifecycle processes to ensure consistent and positive customer experiences. 

• Establish and nurture strong relationships with key customers, acting as a trusted advisor. 

• Utilize customer feedback and data to identify needs and challenges, designing action plans for improvement. 

• Define and track key performance indicators (KPIs) to measure customer training and satisfaction. 

• Continuously identify and implement process improvement initiatives for efficient customer success operations. 

• Serve as a customer advocate, ensuring their needs are prioritized in strategic decisions. 

• Masters in Bioinformatics, Biochemistry, or a related field is required, Ph.D. is preferred. 

• Minimum of 3+ years of client-facing experience in a customer success or similar role. 

• Proven experience in delivering complex technical training or managing training programs. 

• Prior experience in product documentation lifecycle 

• Exceptional written and oral communication skills. 

• Expert trainer able to tailor educational experiences to the audience. 

• Expertise in developing and implementing customer success strategies and processes that drive customer satisfaction and retention​. 

• Ability to utilize data to understand customer needs and challenges, and to design effective action plans. 

• Highly motivated self-starter with a strong sense of ownership and accountability. 

• Ability to work independently and as part of a cross-functional team​. 

• Highly organized and expert planner capable of handling a diverse workload. 

Preferred Experience: 

• The ability to lead and build a team 

• Previous experience in the field of metabolomics and its application in basic research, pharmaceutical research and clinical diagnostics. 

• Proficiency with CRM systems and tools such as Salesforce. 

Travel Requirements 

• Up to 20% travel to deliver on-site training sessions. 

Metabolon, Inc., is the global leader in revealing biological insights on disease state and physiological reactions in the present time through metabolomics. Leveraging one of the world’s most diverse and rich patient data sets, Metabolon is equipped to deliver biologically relevant evidence to address some of the most difficult and pressing questions in the life sciences. Every day, our work is helping to accelerate research and product development success in the biopharma, population health, consumer products, agriculture, wellness, and academic research sectors.

Metabolon was founded in 2000 and is headquartered in Research Triangle Park, North Carolina with an international headquarters in Germany. For more information, please visit www.metabolon.com.

Metabolon is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job‐related requirements.