• Guide partners through onboarding and adoption milestones to ensure effective deployment of the Blackpoint suite. • Define success plans, track progress, and demonstrate measurable value. • Provide technical consultation and guidance to partners, including delivering best practices and clear product instruction. • Troubleshoot issues in coordination with senior CSAs or other internal teams, ensuring solutions are communicated effectively, and adoption is optimized. • Build trusted relationships across technical, operational, and executive stakeholders. • Facilitate structured meetings, proactive communication, and value-focused reviews. • Monitor partner usage, deployment progress, and satisfaction to identify early risk indicators. • Coordinate internal action plans to maintain and improve partner health. • Work closely with GTM, Product, Engineering, and Support teams to align on partner needs and accelerate solutions. • Share feedback and insights to improve the Blackpoint product and partner experience. • Maintain accurate CRM records, documentation, and workflows. • Follow defined cadences, meet SLAs, and use standardized templates and reporting tools. • Leverage dashboards, telemetry, and analytics to interpret partner behavior. • Identify growth opportunities and inform strategic recommendations. • Identify workflow gaps and propose enhancements. • Contribute to scalable processes, materials, and best practices for the Client Success organization.

• Act as a strategic advisor to partners, designing and leading success plans • Define measurable KPIs tied to value realization (e.g., deployment milestones, coverage expansion) • Translate product usage into business outcomes for partner leadership • Provide tactical recommendations based on best practices • Build and maintain multi-threaded relationships with stakeholders • Conduct structured risk assessments across assigned partners • Develop tailored mitigation strategies incorporating technical architecture and stakeholder dynamics • Work closely with GTM, Product, Engineering, and Support teams • Identify workflow gaps and propose enhancements

• Managing and growing US school partnerships: • Building deep, meaningful relationships with your school partners • Work with your school partners to generate increasing demand for Zen educators (teachers and paraprofessionals) to be placed in their classrooms • Upselling Zen products and services to expand our impact within your school partner portfolio • Acting as a responsive, central point of contact for all school partnership stakeholders • Reporting on key trends and feedback to our Product team to help improve our platform • Managing and supporting US educators: • Communicating daily with newly onboarded educators to place them in daily subbing or long-term roles • Maintaining constant contact with active educators to provide feedback, ensure satisfaction, and solve problems • Coaching educators and improving their performance in schools

Description We are Genesee Scientific As a life science company and a leading supplier to global research markets, we offer a comprehensive product portfolio along with outstanding hands-on customer service to ensure every laboratory has the tools and support they need. Our markets include pharmaceutical and biotechnology businesses, research institutions, hospitals, reference labs, and more. Be part of making a difference At Genesee, we believe we can help improve our communities and transform the world through science. Our shared desire to make a difference is what drives and inspires us. We are a fast-growing, dynamic team that listens to each other and embraces collaboration. We foster an open, friendly work environment and show up for one another every day. Role: Customer Success Manager (CSM) Reports to: Regional Director of Sales, East FLSA: Exempt Location: Remote Why is this role important at Genesee Scientific? Our Customer Success Managers drive the sales of research products within our customer segment. In this role, you will primarily work virtually to build and maintain strong customer relationships, identify and act on growth opportunities within existing accounts, and ensure profitability while achieving sales and revenue targets. This is an excellent opportunity for a motivated, high-energy professional looking to grow their sales career within a dynamic and expanding organization. What will you do: - Take ownership of the needs of our customers to build and sustain strong customer relationships - Execute plans to meet annual sales and gross margin goals - Drive implementation and growth of e-procurement accounts with customers - Manage pricing to achieve financial targets - Independently make decisions while leveraging available resources to fulfill customer requirements, fostering seamless collaboration with cross functional teams - Monitor competitor and industry activity, staying updated on new products/services and relevant customer information to integrate into the business plan - Maintain accurate reporting, records, and files necessary for proper management of territory - Report customer issues or potential problems and completes additional tasks assigned by the manager - Provide customers with updates on supply and price trends, aiding inventory management, and offer consultative support - Maintain a positive representation of Genesee Scientific during all interactions at customer sites Requirements What you will bring: - Bachelor’s degree in business, science or equivalent experience - One plus years of customer-facing experience in supporting and nurturing relationships and solving problems; experience in life sciences, medical or biotech sales - lab experience a plus - Demonstrated success in driving engagement with prospects virtually, leveraging CRM and other modern tools to advance prospects along the qualification journey - Proven track record or demonstrated ability to effectively deliver sales and marketing information that influences customer decision making - Strong verbal and written communication, negotiation, sales, interpersonal and presentation skills - Proficient in Microsoft Office Suite applications; experience with Salesforce is a plus - Results orientated, strong work ethic and an ability to excel within a rapidly changing and growing organization - Ability to thrive in a fast-paced, collaborative environment and effectively manage multiple priorities Physical Requirements: Perform the following tasks, with or without reasonable accommodation: - Primarily sedentary work on a computer in a home office environment - The role requires minimal physical exert ion, involving tasks such as walking, standing, bending, reaching, and occasionally lifting or carrying objects weighing less than 25 lbs. - Minimal travel up to 10% within the territory, and may include occasional overnight travel At Genesee Scientific, you can have a good job that can grow into a great career. We offer: - Training and professional growth initiatives, including comprehensive onboarding programs for new team members - We provide financial well-being with competitive compensation packages and 401 (k) retirement savings plans - Health care and well-being programs including medical, dental, vision, life, short- and long-term disability and employee assistance programs - Paid time off including vacation, sick and 12 holidays Candidates must be legally authorized to work in the United States without the need for current or future employer sponsorship. Employment offers are subject to successful completion of a background check and pre-employment drug test. Genesee Scientific is proud to be an Equal Employment Opportunity employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state/province, or local law.