Customer Success Manager
il y a 19 heures
Customer Success Manager
Location: Greater Paris Metro Area
Hybrid Role
About ZAGENO
ZAGENO provides the largest online marketplace for life science lab supplies, acting as a comprehensive hub for scientists, lab managers, and procurement leaders. Our platform streamlines the procurement process, enabling users to compare products, identify alternatives, monitor deliveries, and communicate order statuses in real-time.
This efficiency accelerates innovation by freeing up valuable time. Through advanced AI, ZAGENO bolsters supply chain resilience and delivers a superior customer experience. Our seamless integration with existing systems boosts productivity, making the online purchase of research materials convenient, efficient, and reliable. We are dedicated to innovation, excellence, and cultivating a supportive and dynamic work environment.
About the Role
We are seeking a Customer Success Manager based in the Greater Paris Metro Area to join our Customer Success team and help shape the core experience for ZAGENO customers.
In this role, you will build and maintain strong relationships with ZAGENO's customers to drive adoption of our platform and ensure long-term success. You will partner closely across teams — including Product, Sales, and Marketing — to support scientists conducting critical clinical research.
You will manage customer relationships in the biotechnology and pharmaceutical sectors, developing a deep understanding of each customer's goals, needs, and challenges. You'll proactively address potential issues, identify growth opportunities, and leverage data to drive insights and continuous improvement, both internally and externally.
The ideal candidate thrives on collaboration, is passionate about solving customer challenges, and enjoys building meaningful relationships. If you're mission-driven and eager to make an impact in the life sciences industry, we encourage you to apply.
In this role, you will:
- Partner closely with the Sales team to develop and execute tailored account growth strategies for our French customer base.
- Travel and be onsite as a dedicated customer advisor (2 days per week) to customer headquarters.
- Become a trusted advisor and expert on the ZAGENO platform, helping customers maximize adoption, streamline processes, and realize measurable value.
- Build and nurture strong relationships with key stakeholders across R&D, procurement, and finance to understand their goals, challenges, and success criteria.
- Collaborate with Customer Success teammates and cross-functional partners including Product, Engineering, Data, and Operations to ensure seamless customer experiences.
- Monitor customer usage, engagement, and performance metrics through dashboards and analytics to uncover insights and growth opportunities.
- Prepare clear and actionable reports and documentation, ensuring alignment between internal teams and customer stakeholders.
- Stay current on product updates and enhancements, and develop customer education plans to drive awareness and adoption of new features.
- Take ownership in resolving customer issues through proactive problem-solving and data-driven insights, while identifying opportunities to enhance internal processes.
- Act as the voice of the customer, influencing product development and company strategy to improve the overall marketplace experience.
- Manage project timelines, deliverables, and communications to keep initiatives on track and deliver outcomes that exceed expectations.
About You
- 3–5 years of experience in a customer-facing role such as Customer Success, Account Management, or Implementation, ideally within a SaaS or marketplace environment.
- Demonstrated ability to build trusted, long-term relationships with customers and cross-functional partners.
- Strong technical aptitude and curiosity — comfortable learning and troubleshooting platform workflows and integrations.
- Experience or familiarity with the life sciences or biotech industry is preferred.
- Excellent communication and active listening skills, with the ability to simplify complex topics into clear, actionable insights.
- Analytical, organized, and data-driven — you use insights to anticipate customer needs and drive business outcomes.
- Resourceful, self-starter mindset — you take ownership of your business, think strategically, and act with urgency.
- Collaborative team player who thrives in a fast-paced, evolving environment.
- Fluent in French and English, and based in the Greater Paris Metro Area, France.
- Bachelor's degree or equivalent experience required; prior experience in a high-growth technology startup is a plus.
Our Benefits
- Competitive salary, benefits, flexible PTO, and professional growth opportunities.
- Working for a mission-driven business with a meaningful challenge making a positive impact on the scientific community.
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