Communicating efficiently and effectively with our customers, owning customer communications from initial contact until resolution. Becoming an encyclopedia of knowledge. Working with Product teams to identify issues and offer informed opinions. Continuously identify Help Center content gaps and record knowledge

Manage relationships with a diverse customer base, ensuring their success and satisfaction with our platform and services. The Customer Success Manager will proactively manage and nurture relationships with a portfolio of customers, ensuring high engagement and satisfaction levels by addressing and managing customers' health cases.

Your main responsibility will involve assisting customers from F1000 companies and R1 Universities via email and inbound phone calls while collaborating with internal teams to tackle identified bugs; demonstrate technical proficiency and ownership of end-to-end customer issues. You'll support customers, troubleshoot, reproduce, and escalate product-related bugs, working closely with Engineering and QA.