Customer Success Manager, L3

About the Role

Ensuring our customers thrive is fundamental to Citrine’s success. As a Customer Success Manager, your role is pivotal in orchestrating the customer journey and demonstrating the value provided by the Citrine platform to our valued customers. Citrine continues to scale the Citrine Platform to a number of customers across the chemicals and materials space; cultivating strong partnerships, gathering extensive product feedback, and rolling out the platform to entire data science, R&D, and product development organizations.

As a key member of the Commercial team, the Customer Success Manager will manage customer relationships and be responsible for orchestrating the customer journey via best practice implementation and value capture. Your work will include daily interactions and collaboration with the Citrine materials informatics engineers and sales reps working with your assigned customers and serve as a liaison between the internal product development teams and the customer. You are a proactive people person with a positive attitude and unrelenting professionalism. You navigate seamlessly between interactions with customers, internal team members, and executives, and you know how to leverage project teams to ensure that your customers receive the best possible experience. You will be responsible for ensuring the post-sale success and satisfaction of Citrine customers.

Ideal candidates will be located in Germany and open to working fully remote.

Responsibilities

• Manage the customer-facing experience from contract kickoff to renewal/upsell
• Plan for, document, and track the value provided by the Citrine Platform to your group of customers
• Collaborate with internal teams to build best-in-class customer experience and satisfaction
• Oversee all interactions and communication with the customer, ensuring delivery against all project milestones and advancing customer value realization, satisfaction, and platform engagement
• Uncover and understand any risks that threaten customers’ platform adoption, satisfaction, or renewal; conceive and execute mitigation plans for all risks
• Create trust-based relationships with customers, from junior-level through executives, to gather feedback and ensure customer value alignment
• Structure, develop and present on-target business analyses to highlight Citrine’s value propositions
• Educate customers on updated features, capabilities, and new product offerings
• Act as the liaison between product management and the customer, with a focus on feature collaboration and communicating the Citrine Platform roadmap
• Identify and leverage company-wide resources to address customer satisfaction, growth, renewal, risk, and opportunity

Skills and Experience

• 5+ years of customer success enterprise SaaS experience; or other highly related experience.
• Undergraduate degree, or equivalent experience, in a scientific or technical field such as statistics or CS.
• Superb communication and presentation skills -- demonstrated experience presenting to senior executives and ability to seamlessly transition between conversations with execs, technical leadership, and scientists in both German and English.
• Demonstrated experience building trust-based relationships with clients/customers to advance strategic goals
• Demonstrated experience managing complex, technical projects and teams to outstanding results
• Ability to develop and drive a high-level strategic engagement roadmap
• Ability to take lessons from one-off situations or interactions, understand their relevance to the bigger picture, and establish general best practices
• Ability to structure and execute business analyses to support customer value
• Deep understanding of AI-based SaaS / PaaS business models
• Ability to travel to customer sites ~30-50%
• Located and authorized to work in Germany

Nice-to-Haves

• Background in Industrials (i.e., Ag/Chemicals, Materials, Energy, Advanced Industrials/OEMS)
• Previous success working in a fast-paced, dynamic environment with a rapidly growing company

Equal Opportunity

All qualified applicants will receive consideration for employment without regard to race, creed, color, or national origin. Please let us know if you need any accommodations during the interview process.

Accommodations

Citrine is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email us at [email protected] or inform your recruiter if you require any reasonable accommodations throughout the recruiting process.

Interview Process, Security, and AI Use
Citrine is committed to a fair, secure, and transparent hiring process. Depending on the role, our interview process may include live video interviews, technical or skills-based assessments, and reasonable verification steps designed to protect candidates and our company from fraud, impersonation, and other security risks.

We may also use technology tools, including AI-enabled tools, to support parts of the hiring process such as scheduling, note organization, fraud detection, and assessment administration. These tools are used to assist our team and are not the sole basis for employment decisions. Human reviewers remain responsible for evaluating candidates and making hiring decisions.

In some cases, and where legally permitted, we may ask for your consent to record an interview for hiring, quality, security, and interviewer training purposes. We will provide notice in advance when recording is planned and will handle recordings and related interview data in accordance with applicable law and our privacy and retention practices.

For more information on acceptable candidate use of AI tools in our interview process, please see Citrine’s Philosophy on AI Usage in Interviews.

Our Core Values

Citrine Informatics recognizes that its most valuable asset is its people. We have created our set of Core Values to encourage, support, and invest in our team as they work to innovate and support a more sustainable world. Our Core Values reflect our ongoing commitment to continuously invest in nurturing our talent and our people-first approach to conducting business.

- We take pride in and recognize the successes and growth of ourselves and our colleagues. We support each other in our growth.

- We prototype and collect data to make good decisions. We question that data and are constantly iterating to find the best solution.

- We are all owners of Citrine and make decisions like owners. We work autonomously with personal and organizational accountability.

- We commit to building a diverse and inclusive community within Citrine and actively promote equity and belonging.

- We are tirelessly committed to creating value for our customers.

- We exist to help our customers accelerate the development of sustainable products that are critical to the future of both our planet and our industry.

Compensation and Pay Transparency

At Citrine, we want your path to career growth to be transparent, straightforward, fair, and easily accessible -- starting with your application and interview process. The annual salary range listed below reflects the level we are considering for this position (please note that there may be unique situations where you may fall outside of this range). Where you fall within the range will depend on how your experience and skills align with our internal leveling system as we learn more about you throughout the interview process.

This position is eligible for variable compensation up to 10% of the annual base listed below.

€65,000 - €75,000 EURO

*Range(s) listed are for full-time employees based in Germany only.