Customer Success Manager

DEUS EX MACHINA
 is a cutting-edge AI company specializing in life science computational methods, including Artificial Intelligence (AI), Machine Learning (ML), and Digital Twins. We leverage Generative AI and Large Language Models (LLMs) to accelerate the analysis of biological, clinical, agronomical, and marketing data, driving innovation in life sciences, food, nutrition, and health. At the heart of our success are our people—strategic thinkers, problem solvers, and innovators—who collaborate with Fortune 100 organizations and startups alike to deliver impactful solutions.

Role Description

We're hiring a Customer Success Manager with enterprise B2B SaaS experience to:

• Drive product adoption and retention
   in key enterprise accounts.
• Ensure end-users get tangible outcomes
   (productivity gains, reduced manual work/headcount, faster analysis cycles, fewer data/tool silos).

You will own 
opportunity discovery & delivery
 — spotting and shaping the tools, integrations, and capabilities end-users need to keep using the platform and getting value. You'll work with end-users, scientific/data teams, and business sponsors to turn real workflows into product requirements, and you'll feed those back to Product, Product Marketing, and Sales so we improve growth, increase user retention and ship what matters.

Success in this role

We are focusing on impact, driven by data, clarity and focus. We value planning, strategy, ownership, as well as a team player with a doer mentality. You will have clear targets to hit, such as:

• New end-users gain real value within 30–45 days.
• ≥30% of new users remain active after onboarding.
• Customers can point to
• specific outcomes (e.g. "we automated X hours/month," "we reduced analysis from N days to N hours," "we centralized these datasets/teams").

What that means in practice

• Identify adoption blockers and "if it did X, more people would use it" gaps early.
• Turn those into/use cases for 
  tactical product development
  .
• Track and report whether the delivered capability 
  increased adoption or retention
  .
• Create a 
  growth flywheel
   by using success stories from tailored solutions to attract adjacent users and teams.

This role sits at the intersection of 
customer impact and product evolution
: you'll champion user outcomes internally while recommending and influencing how our platforms grow to meet market and client needs.

1.Customer Onboarding & Value Realization

• Own the post-sales lifecycle for enterprise accounts — from onboarding to retention — ensuring end-users achieve rapid time-to-value and sustained platform ROI.
• Develop user segmentation, success plans and track adoption metrics to proactively identify risks and opportunities for engagement.
• Co-lead onboarding programs, product training, and education sessions tailored to different user groups and scientific/product development/regulatory/SciComms teams.

2. Relationship Management & Advocacy

• Act as the primary Customer Success partner for a strategic enterprise client, building relationships with SaaS end-users.
• Collaborate with 
  Product Marketing
  to develop customer advocacy content, including case studies, testimonials, and user stories that highlight measurable impact.
• Support
  scientific advisory boards
   and customer forums to surface insights and innovation priorities.

3. Insights & Product Partnership

• Gather and share user feedback, including emerging use cases, pain points, and innovation opportunities that inform the product roadmap & positioning.
• Partner closely with 
  Product Management
  to translate customer insights into new features and capability enhancements that will lead to user adoption and retention

4. Growth & Retention

• In collaboration with Product Marketing plan and execute campaigns that strengthen relationships and maximize end-user retention.
• Monitor account health and deliver actionable insights that guide renewal and retention strategy.

Other Skills

• Experience 
  B2B SaaS
  , preferably in Food & Beverage, Pharma/Health,Life Sciences, Biotech, or Process Engineering sectors. Comfortable discussing food science, data/ML workflows is a strong advantage.
• Proficiency in 
  analytics
   and marketing automation platforms (e.g., HubSpot, Salesforce).

Who You Are

• At least 3 years of experience in customer success, account management or customer marketing
• Strong relationship builder, able to communicate with both technical end-users and executive stakeholders.
• Creative, with a knack for 
  data-informed decision-making
  .
• Highly organized and able to manage multiple priorities effectively.
• A self-starter with a high agency, able to work in a startup environment.
• Comfortable with ambiguity and able to 
  adapt quickly
  .

What's in it for You

From day one, you'll have 
real ownership
, mentorship, and support—plus a front-row seat in shaping our products, and market position. You'll work on initiatives that directly impact business outcomes and help shape the future of food and health through AI.

Why Join Us?

At DEUS EX MACHINA, we provide an environment where you can truly make an impact, shaping the future of AI-driven solutions in life sciences. Here's what you can expect:

Competitive compensation packages

Flexible work arrangements

Private life & health insurance

Professional growth & learning opportunities

A collaborative and forward-thinking team

The freedom to experiment, innovate, and create meaningful solutions