Customer Success Manager

Job Title: Solution Manager

Function: Delivery and Services

Location: Delhi/Bangalore (3 days in office)

About the Company:

Elucidata is a TechBio Company headquartered in San Francisco. Our mission is to unleash personalized medicine using AI and multi-omics, multimodal data. Elucidata's platform Polly, helps research teams wrangle, store, manage and analyze large volumes of biomedical data. We are at the forefront of driving AI in personalized medicine R&D across companies like Pfizer, Janssen, Owkin and many more. We were recognised as the 'Most Innovative Biotech Company, 2024', by Fast Company. We are a 120+ multi-disciplinary team of experts based across the US and India. In September 2022, we raised $16 million in Series A round led by Eight Roads, F-Prime, and our existing investors.

About the Role:

As a Solution Manager, you will drive customer retention and expansion by managing a book of business, ensuring successful project delivery, prospecting for new cross sell & upsell opportunities, and creating innovative solutions. You will collaborate with Technical Owners and Subject Matter Experts, ensuring alignment between customer needs and business goals.

Key Responsibilities:

1. Book of Business Management:

• Build and nurture relationships with key stakeholders, including champions and economic buyers.
• Monitor account-level margins to ensure profitability. Liaise with Revenue Operations team on invoicing, Revenue recognition, financial forecasting.
• Ensure deliverables are aligned with customer success metrics through Mutual Success Plans.
• Secure renewal agreements and identify cross-sell and upsell opportunities.

1. Prospecting and Solution Architecture for Cross-Sell:

• Map customer organizations to uncover new personas and decision-makers.
• Perform discovery calls to prospects for new use cases and solutions.
• Develop tailored solutions suited for customer's usecase
• Develop reusable case studies and impactful sales materials (solution briefs, presentations).
• Conduct market research to strategically align solutions with customer pain points and industry trends.

1. Delivery and Collaboration:

• Act as the customer's voice within Elucidata, ensuring all teams are aligned to deliver exceptional customer experience.
• Collaborate with Technical Owners and Subject Matter Experts to ensure smooth and agile project execution.
• Set up an account pod structure for each customer, incorporating members from various functions such as technical owners, engineering, product, AI/ML, and more.
• Pull in relevant teams as necessary to ensure comprehensive solutions are delivered to the customer.
• Conduct regular project reviews to maintain quality.

Key Metrics:

• Net Revenue Retention (NRR): Includes renewal, upsell, and cross-sell dollars.
• Utilization percentage (hours, credits)
• Account health indicators (Business reviews, Mutual Success Plans, NPS)
• Discovery calls for new use cases (cross-sell)
• Customer advocacy (testimonials, references, case studies & collaterals building)

Required Skills:

• Education: Undergraduate degree in Bioinformatics, Life Sciences, or a related field (MBA preferred).
• Experience: 5+ years in customer-facing roles, with a focus on business development, customer success, or solution selling (Bioinformatics/Life Sciences preferred).
• Technical Skills: Strong understanding of bioinformatics platforms; experience in cloud/software/ML is a plus.
• Customer Relationship Management: Proven ability to manage client relationships, uncover opportunities for cross-sell/upsell, and ensure solutions align with business objectives.
• Communication & Collaboration: Excellent problem-solving skills and ability to work across teams.
• Tools: Proficiency in Salesforce, Sales Navigator, and project management tools.