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What we do

TetraScience is the Scientific Data Cloud company with a mission to accelerate scientific discovery and improve and extend human life. The Scientific Data Cloud is the only open, cloud-native platform purpose-built for science that connects lab instruments, informatics software, and data apps across the biopharma value chain and delivers the foundation of harmonized, actionable scientific data necessary to transform raw data into accelerated and improved scientific outcomes. Through the Tetra Partner Network, market-leading vendors access the power of our cloud to help customers maximize the value of their data.

Our core values are designed to guide our behaviors, actions, and decisions such that we operate as one. We are looking to add high performance team members that authentically and unconditionally embrace the our values:

• Transparency and Context - We trust our people will make the right decisions and overcome any challenges when given data and context.
• Trust and Collaboration - We believe there can only be trust when there is transparency. We are committed to always communicating openly and honestly.
• Fearlessness and Resilience - We proactively run toward challenges of all types. We embrace uncertainty and we take calculated risks.
• Alignment with Customers - We are completely committed to ensuring our customers and partners achieve their missions and treat them with respect and humility.
• Commitment to Craft - We are passionate missionaries. We sweat the details, as the small things enable the big things.
• Equality of Opportunity - We seek out the best of the best regardless of gender, ethnicity, race, or age; We seek out those who embody our common values but bring unique and invaluable perspectives, talents and advantages.

Who you are

Tetrascience is looking for a world class, experienced Vice President to lead our Customer Success team. As VP of Customer Success, you will lead a team and own the success of our customers. You will understand their pain points and help steer them to long term value realization using Tetras Scientific Data Cloud. You will partner closely with the Sales, Product, Engineering, Marketing, and Professional Services leadership to ensure Tetrasciences customers achieve a significant return on their investment.

You will have a demonstrated history of building customer success functions that mirror customers personas and implementing instrumentation that signals success and risk metrics. You will have established robust customer operating cadences that are expectable, repeatable and scalable to include: quarterly business reviews (QBRs), progress to agreed upon value outcomes, consistent discovery for new use cases, new product release demos and ROI discovery. You will set the overall vision and strategic plan for the team, and carry responsibility for key metrics that include NDR, NRR and NPS.

The ideal candidate for this role will have built, led and grown customer success teams that work with complex large enterprise clients. You will have demonstrable examples of how you have driven success in those clients strategically and operationally navigating all layers of those organizations. This is a highly visible role that requires discipline and determination as we forge a new category that will fundamentally change the life science industry.

What you will do

• Guide Tetras customers to love our products and the outcomes they enable.
• Drive product adoption and customer experience with a relentless focus on value.
• Focus on our customers scientific outcome as the unit metrics of success as its how we will improve the world we live in
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Minimize churn and drive new business growth through greater advocacy and reference ability
• Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches and leading a culture of continuous improvement
• Recruit, build and lead a world-class Customer Success team
• Develop upon our company-wide customer success motion with processes, content and data
• Foster collaboration within the Tetrascience team and across customers
• Drive operational practices to track performance of teams and individuals
• Work closely with the Sales leaders to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)

Requirements

What you have done

• 8+ years of Customer Success showing progressive management experience leading teams in SaaS/Cloud/Lifescience software is required
• 5+ years leading and managing high-performing client success teams
• Prior experience in a Life Science technology company is not required but is a plus
• Proven track record of driving client satisfaction, retention, and growth
• Strong operational capabilities to scale a customer success function
• Able to collaborate across the organization and with external stakeholders
• Experience successfully working with senior (C-level) executives
• Experience driving renewal, upsell and cross-sell expansion of accounts
• Experience driving software adoption and leveraging customer success best practices
• Willing and able to address escalated client issues with speed and urgency
• Demonstrated ability to lead managers and successfully manage a distributed team.
• Proven ability to develop strategies, translate them into initiatives and track successful delivery
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
• Demonstrable operational skills that will drive organizational efficiencies and customer satisfaction

Benefits

• 100% employer paid benefits for all eligible employees and immediate family members.
• 401K.
• Unlimited paid time off (PTO).
• Flexible working arrangements.
• Company paid Life Insurance, LTD/STD.

No visa sponsorship is available for this position.

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