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About Albert Invent

Albert‘s mission is to foster a software platform which uses big data and machine learning to drastically accelerate the invention of new formulations and novel materials. We are looking for a Customer Success Manager for our growing team. In this role, you will work closely with internal Product, Sales, and Marketing teams, while building relationships with the operational and leadership teams of our customers. If big, cross-disciplinary challenges excite you, join our growing team as we push to disrupt digital manufacturing and material science innovation.

What you'll do

• Responsible for the success of Albert’s products across its customer base

• Act as a strategic partner with insights into customer’s objectives and driving product adoption by aligning Albert's features and functionality with customers' overall business needs

• Focus on high-touch, curated experiences for Albert’s most strategic accounts working on engagements with high complexity and providing proactive and ongoing adoption and value engagements at key moments of our customers' journey

• Partner, build relationships, and serve as an advisor to Enterprise customer stakeholders, turning them into advocates of the Albert platform

• Partner with the Director, Customer Success & Support to build out Albert’s Customer Success motion and playbooks with a focus on Enterprise customers

• Monitor customer health metrics and key performance indicators (KPIs) to anticipate risks and opportunities, address them proactively, and report internally on customer health status, risks and opportunities

• Understand and identify Albert services and offerings and how they help meet customer’s objectives leading to upsell opportunities

• Create reusable assets, maintain documentation, and craft and deliver presentations for external-facing audiences on Albert’s capabilities

• Ability to analyze customer data and use insights to drive decisions and actions

Qualifications

• BS or MSc in Chemistry or similar science field with 3-7 years' experience in Customer Success working with Enterprise customers

• Proven track record of managing and growing Enterprise-level accounts in a SaaS environment

• Proactive, customer-focused mindset with a passion for helping others succeed

• Strong communication skills. You are an excellent presenter and can quickly connect with a range of industry stakeholders, including scientists, project leads, and executives

• Diplomatic. You can work through challenging client requests and provide appropriate corrective actions

• Autonomous and proactive. Outstanding self-starter approach with the ability to be successful given limited initial infrastructure

• Curious, creative, and tenacious. You are an advocate for customers and for the Albert brand and roll up your sleeves and take the lead to get a problem solved or a customer concern resolved

• Ability and desire to work in a fast-paced startup environment