Role Description Na Factorial, acreditamos que a diversidade é o que nos impulsiona. Por isso, estamos abrindo esta posição de Account Manager exclusiva para talentos trans que queiram levar nosso time de Customer Success e nossos clientes para o próximo nível! - Construir e desenvolver relacionamentos de alta qualidade com nossos clientes, através de comunicação regular e planos de melhoria constante. - Gerenciar sua própria carteira de clientes, mantendo informações atualizadas e construindo relatórios de acompanhamento. - Interagir com clientes Low, Mid e High touch, adaptando-se a diferentes canais de comunicação. - Garantir um processo de integração e implementação de elevada qualidade desde a assinatura do contrato. - Identificar necessidades dos clientes para traçar estratégias de vendas personalizadas (cross-sell e up-sell) e gerenciar a retenção (churn). - Garantir respostas rápidas, precisas e feedbacks personalizados. - Trabalhar em colaboração com as equipes de vendas, produto e desenvolvimento, sendo o ponto de contato principal e voz do cliente. - Realizar reuniões regulares via videochamada para gerar engajamento e apresentar atualizações de produto. Qualifications - Experiência anterior orientada para o cliente ou grande desejo de desenvolver essa carreira (Vendas, CS, CX ou áreas correlatas são muito valorizadas!). - Gosto por facilitar processos e suavizar obstáculos para clientes e colegas. - Perfil ambicioso, automotivado e com forte espírito de equipe. - Pessoa organizada, proativa e que adora solucionar problemas. - Habilidade com ferramentas de CRM e gerenciamento de portfólio. - Pronto para trabalhar no ritmo dinâmico de uma startup. - Vontade de sugerir melhorias e participar ativamente da nossa cultura de mudança. Benefits - Plano de saúde e odontológico 🩺 - Vale refeição 🥙 - Wellhub/Totalpass 🤸‍♀️ - Auxílio-creche 👶 - Aula de Idiomas in-company 👩🏽‍🏫 - Ambiente seguro, multicultural e genuinamente amigável 💗 Company Description A Factorial é uma startup de software de RH fundada em 2016. Nossa missão é ajudar pequenas e médias empresas a automatizar fluxos de trabalho e tomar melhores decisões através de dados. Com mais de 1000 pessoas na equipe e sede em Barcelona, atendemos milhares de clientes em 60 países. - A diversidade faz parte da nossa cultura. - Temos pessoas de mais de 25 nacionalidades e estamos empenhados em construir um ambiente inclusivo para todas as pessoas.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role involves building and maintaining trusted relationships with clients, contributing to their success and positively impacting lives. - Own the customer relationship from onboarding through to long-term success — you’re their trusted advisor and go-to partner - Lead engaging onboarding, workshops, and training sessions that set customers up for success - Run regular check-ins, reviews, and Quarterly Business Reviews that clearly demonstrate value - Proactively monitor customer health, usage, and engagement — and act early to keep clients thriving - Translate customer goals into clear success roadmaps and outcomes - Spot opportunities to expand value through deeper adoption or additional solutions - Work closely with Product, Sales, Support, and Marketing to deliver a seamless customer experience - Feed customer insights back into the business to continuously improve what we do Qualifications - 8+ years’ experience in Customer Success, Account Management, or a similar customer-facing SaaS role - A natural relationship builder — confident, warm, and credible with stakeholders at all levels - Strong project management skills and the ability to juggle multiple clients with ease - A proactive mindset — you don’t wait for problems, you prevent them - Comfortable working cross-functionally in a fast-moving SaaS environment - Large-scale systems migration and change management experience Benefits - Make a real difference — our work helps eradicate workplace fatalities - Partner with some of the largest organisations in the world - Be part of a purpose-driven, growing global SaaS company - Have genuine ownership, influence, and career growth opportunities - Work with passionate people who care deeply about customers and outcomes

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role involves building and maintaining trusted relationships with clients, contributing to their success and positively impacting lives. As a proactive leader, you will engage with customers from onboarding through to their long-term success, ensuring a seamless experience. - Own the customer relationship from onboarding through to long-term success — you’re their trusted advisor and go-to partner - Lead engaging onboarding, workshops, and training sessions that set customers up for success - Run regular check-ins, reviews, and Quarterly Business Reviews that clearly demonstrate value - Proactively monitor customer health, usage, and engagement — and act early to keep clients thriving - Translate customer goals into clear success roadmaps and outcomes - Spot opportunities to expand value through deeper adoption or additional solutions - Work closely with Product, Sales, Support, and Marketing to deliver a seamless customer experience - Feed customer insights back into the business to continuously improve what we do Qualifications - 8+ years’ experience in Customer Success, Account Management, or a similar customer-facing SaaS role - A natural relationship builder — confident, warm, and credible with stakeholders at all levels - Strong project management skills and the ability to juggle multiple clients with ease - A proactive mindset — you don’t wait for problems, you prevent them - Comfortable working cross-functionally in a fast-moving SaaS environment - Large-scale systems migration and change management experience Benefits - Make a real difference — our work helps eradicate workplace fatalities - Partner with some of the largest organisations in the world - Be part of a purpose-driven, growing global SaaS company - Have genuine ownership, influence, and career growth opportunities - Work with passionate people who care deeply about customers and outcomes

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We are seeking a Customer Success Manager (CSM) to own the post-implementation customer lifecycle for our SaaS LIMS platform. In this role, you will act as a trusted advisor to laboratory, quality, IT, and executive stakeholders—driving product adoption, measurable business outcomes, renewals, and expansion while ensuring customers realize ongoing value from our platform. The ideal candidate combines technical aptitude, customer empathy, and business acumen, with experience supporting complex B2B SaaS products in regulated or operationally critical environments. Key Responsibilities - Customer Relationship & Value Management - Own a portfolio of SMB, mid-market and enterprise customers from post-go-live through renewal and expansion. - Build strong, multi-threaded relationships across lab operations, QA/QC, IT, and leadership. - Develop and maintain Customer Success Plans aligned to each customer’s goals, KPIs, and compliance requirements. - Serve as the customer’s advocate internally, ensuring feedback influences product and process improvements. - Adoption, Retention & Expansion - Drive platform adoption through structured onboarding reinforcement, training, and enablement. - Monitor product usage, health scores, and risk signals to mitigate churn proactively. - Identify and execute expansion opportunities (modules, users, integrations) in partnership with Sales. - Lead renewal conversations, ensuring value realization and contract continuity. - Product & Technical Enablement - Guide customers on best practices for LIMS configuration, workflows, and integrations. - Translate technical concepts into business outcomes for non-technical stakeholders. - Partner closely with Implementation, Support, Product, and Engineering teams to resolve issues and optimize outcomes. - Stay current on product releases, roadmap updates, and industry trends affecting customers. - Data-Driven Success Execution - Track and report on customer health, adoption metrics, NPS, renewals, and expansion pipeline. - Use CRM and CS tooling to document interactions, risks, and success milestones. - Contribute to scalable CS processes, playbooks, and lifecycle automation. What Success Looks Like - High customer retention and renewal rates. - Strong product adoption across core and advanced features. - Measurable customer outcomes tied to efficiency, compliance, and data integrity. - Positive customer sentiment, advocacy, and referenceability. - Consistent identification and execution of expansion opportunities. Qualifications - 3+ years of experience in Customer Success, Account Management, or Implementation for B2B SaaS. - Experience supporting complex, configurable software (LIMS, ELN, QMS, ERP, or similar) - LIMS Software preferred but not required. - Strong understanding of SaaS lifecycle management, renewals, and expansion motions. - Ability to engage both technical and non-technical stakeholders. - Excellent communication, presentation, and relationship-building skills. - Experience working cross-functionally in a fast-paced environment. Preferred Qualifications - Prior experience in LIMS, life sciences, diagnostics, pharma, biotech, or regulated industries. - Prior experience working in a laboratory environment. - Familiarity with GxP, ISO, CLIA, or FDA-regulated lab environments. - Experience managing enterprise or strategic accounts. - Working knowledge of APIs, integrations, or data workflows. - Experience with CS tools (e.g., Gainsight, Totango) and CRM platforms (e.g., Salesforce). Benefits - Help modernize laboratory operations through mission-critical software. - Work with innovative customers solving real-world scientific challenges. - Influence product direction through close customer collaboration. - Competitive compensation, benefits, and growth opportunities. - Remote-first, collaborative, and customer-centric culture. Salary Base Salary Range: $70,000 - $80,000 USD / Annually