Customer Success Manager

The Customer Success (CS) team at Bluecrux is committed to ensuring our customers achieve maximum value from their Binocs environment. As a Customer Success Manager (CSM), you will serve as a trusted advisor to leading pharma and biotech companies, guiding them through adoption, optimization, and long-term strategic collaboration. This role goes beyond the traditional scope of CSM positions by combining consultative depth and hands-on engagement, blending technical expertise with strategic thinking.At Bluecrux, our CSMs are not merely coordinators but true problem solvers who dive into the details of each customer's Binocs setup. You will develop an in-depth understanding of their workflows and value drivers, enabling you to provide tailored solutions and recommendations. This role demands technical proficiency and ownership-you won't pass technical challenges, such as data flow issues, to another team. Instead, you will take the lead in diagnosing and resolving them, ensuring seamless operations and continued value for the customer.Your role as a Binocs expert involves more than troubleshooting; you'll also act as a strategic consultant, continuously adapting configurations to meet evolving needs, introducing new features, and providing insights that have a measurable impact. By combining deep technical knowledge with a collaborative, consultative approach, you'll help customers achieve their goals and thrive with Binocs. This position is ideal for someone with a management consulting mindset who enjoys working through complex challenges and building strong, value-driven customer this role, you will:Ensure Successful Customer Journeys:Take over the customer relationship from the implementation team at the point of go-live.Build a deep understanding of the customer's lab environment, strategy, operations, and the value Binocs brings to their business.Provide ongoing guidance to ensure the adoption and impactful usage of Binocs.Adapt and Optimize Solutions:Adjust software design and configurations to address evolving customer needs.Collaborate with internal teams to enhance customer satisfaction and operational outcomes.Build Strategic Partnerships:Serve as the trusted advisor and SPOC for customer stakeholders, building strong, trust-based relationships.Conduct regular reviews to assess customer satisfaction and identify opportunities for improvement.Promote Growth and Value:Actively identify value-adding upsell opportunities and align them with customer needs, in terms of CSM services we provide as well as troduce new Binocs features and capabilities, ensuring they are effectively utilized in the customer's context.Drive Continuous Engagement:Represent the customer internally, advocating for their feedback and insights.Contribute to the evolution of the Customer Success team's processes and best practices.What You'll Achieve in the First 12 Months:Master Binocs as a Trusted Advisor: Complete the Binocs Expert Certification Track within 6 weeks, equipping yourself to provide expert-level guidance on topics like capacity planning, AI-driven scheduling, and seamless integration with systems like LIMS and ERP.Drive Measurable Customer Success: Collaborate with customers to identify and achieve key outcomes, such as reducing turnaround times, optimizing resource utilization, or enhancing workload leveling across teams.Deep Dive into Customer Use Cases: Build a comprehensive understanding of customer workflows, addressing complex challenges like declining usage or resource conflicts, and design tailored solutions that align with Binocs' capabilities, such as constraint-based scheduling or advanced competency planning.Lead Strategic Customer Interactions: Facilitate quarterly business reviews, workshops, and regular touchpoints, providing actionable insights and recommendations to help customers achieve long-term value with Binocs.Enable Operational Transformation: Partner with customers to drive adoption of new ways of working, leveraging Binocs' tools to improve visibility, enhance forecasting, and streamline scheduling for tasks such as QC testing, campaign management, and CGT manufacturing.Uncover and Drive Growth Opportunities: Identify opportunities for customers to adopt additional Binocs features or expand their usage, directly contributing to both their success and company revenue growth.#LI-KC1About You:You're a relationship-builder and problem-solver with a knack for turning challenges into opportunities. You thrive in fast-paced environments, leveraging your technical and strategic expertise to deliver exceptional results.Qualifications & Skills:SaaS Experience:Minimum of 5 years of experience in SaaS roles, including consulting, customer success, implementation, or sales.Consulting Strengths:Proven ability to lead structured discussions and understand complex customer requirements.Experience delivering tailored solutions that meet customer munication Skills:Exceptional verbal and written communication skills; you can connect with diverse audiences and build rapport effortlessly.A proven ability to influence and inspire trust across customer organizations.Technical and Analytical Acumen:Skilled in analyzing and interpreting data to drive actionable insights.Familiarity with laboratory environments, supply chains, or related business processes is a strong plus.Entrepreneurial Mindset:Enjoys dynamic, fast-paced environments where responsibilities evolve.Proactive and adaptable, with a drive to innovate and improve.Educational Background:Bachelor's Degree required. Master's degree preferred; a background in business or bioengineering is a strong dustry Knowledge:Affinity with the life sciences industry through education or experience.Ability to align customer needs with Binocs' capabilities.Location:Our office is located in Millburn, NJ and we work in a hybrid way (50% in-office, 50% work from home). So, you live in the New York City Metro Area or are flexible to relocate to this region. You will also have the opportunity to travel both domestically and internationally.Above all, you feel connected with and are ready to represent our company values:Move Fast: Never afraid, we keep moving fast and forwardDig Deep: No surface-level strategy, we dig deep for bottom-line impactOwn It: Don't pass the buck, we commit, and own our workCome Together: No flying solo, we're all in this togetherBe Kind: No cold hearts, we're kind and caringWhy Join Us? Empowering Environment: We believe in moving fast, digging deep, and owning our work. Your voice matters here, and we create space for you to take initiative, enhance your skills, and grow both personally and professionally-all while being your authentic self. Whether it's contributing to bottom-up internal initiatives or bringing your expertise to innovative, transformative projects, you'll have the opportunity to make a real impact.Flat Hierarchy & Collaboration: At Bluecrux, we see you for your talents, not your title. We foster open communication, strong teamwork, and a "no flying solo" approach to challenges. You'll work with passionate experts in their fields, sharing knowledge, challenging each other, and building our global community together.Exciting Growth Opportunities: We don't believe in surface-level strategy. Join a company that encourages you to walk the talk-whether working on innovative, disruptive projects for global clients or contributing to our U.S. growth journey. Our fast-paced, can-do mentality ensures you'll grow alongside us.Unforgettable Team Experiences: At Bluecrux, we come together to celebrate success and enjoy the journey. From our annual Bluecrux weekends to monthly Last Friday gatherings with drinks, team-building activities, and fun events, we're all in this together. Generous PTO and benefits ensure you feel cared for as an individual.Outstanding Benefits:Competitive base salary with performance bonuses12 holidays and 26 days of Paid Time Off (PTO)Full health, dental, and vision insurance:100% of employee premiums covered, 50% for dependentsBasic life insurance at no cost, with optional additional coveragesHealthcare Flexible Spending Account (FSA) for tax-free medical expenses401(k) retirement plan with fixed employer contributionAbout UsAt Bluecrux, we transform supply chains into smart, efficient value chains through a blend of expert consulting and cutting-edge technology. We collaborate closely with industry leaders like Johnson & Johnson, GSK, Bridgestone, AkzoNobel, Beiersdorf, Oatly, and many more - creating partnerships that drive meaningful impact. With a global presence in Europe, the US and APAC, we're committed to shaping the future of value chains, one success story at a time.Binocs is the global #1 SaaS solution for scheduling and planning in Quality laboratories and CGT production. Featuring AI-enabled scheduling, scenario-based capacity planning, demand and operations management, intelligent sample campaigning, and advanced performance management, Binocs offers the end-to-end visibility and control that will bring your operational optimization to the Cutting X. Empower your teams with confidence in their workplans, enhancing productivity and maximizing SLA adherence.

Created: 2025-02-17