Customer Success Manager

Genista Biosciences; Canada; On-site; CAD 70,000 - 90,000; Full time

Job summary

A growing biotech company based in Canada is seeking a dedicated individual for the Customer Success role. The successful candidate will engage with clients, onboard new ones, and provide high-level support to ensure customer satisfaction. Candidates should hold a Bachelor's degree, have over three years of experience in customer success or client management, and possess excellent communication skills. This full-time position offers a unique opportunity to impact food safety through innovative technology.

Qualifications

• 3+ years of professional experience in customer success or client management.
• Exceptional communication and interpersonal skills.
• Strong work ethic and ability to manage early-day duties.

Responsibilities

• Establish proactive customer engagement strategy with retention goals.
• Onboard new clients and assist existing ones with various teams.
• Review and handle customer issues, providing timely resolutions.
• Optimize processes to enhance client success and quality.
• Provide high-level technical support to resolve customer issues.

Skills

Customer success

Interpersonal skills

Communication skills

Problem-solving

Project management

Education

Bachelor’s or advanced professional degree

Job description

Company Overview

Genista Biosciences is a rapidly growing biotech company based in San Jose, CA dedicated to improving public health and food safety on both community and global scales. Our goal is to revolutionize food safety by creating a cutting‑edge platform that combines robotics, software, and technology, enabling fast, accurate, and cost‑effective testing for every member of the food supply chain.

Job Responsibilities

• Establish and execute a proactive customer engagement strategy with clear retention goals.
• Onboard new clients and assist existing ones by connecting them with Sales, Laboratory, and Engineering teams to address specific requests.
• Methodically review, troubleshoot, and handle customer issues/requests, following through timely and asking clarifying questions to determine the correct source & impact of issues.
• Continuously optimize existing and future processes to enhance client success and improve quality, effectiveness, and efficiency.
• Provide high‑level technical support and resolve any customer dissatisfactions.
• Assist in creating onboarding, training courses, and educational/promotional materials for clients.
• Maintain a detailed understanding of Genista’s offerings and work with clients to ensure they are maximizing their experience.

Qualifications

• Bachelor’s or advanced professional degree.
• 3+ years of professional experience in customer success, customer outreach, or client management.
• Exceptional interpersonal, communication, and writing skills.
• Outstanding work ethic with the ability to manage duties early in the day.
• Integrity, eagerness, and focus to succeed in this role.
• Excitement to support brand goals and optimistic about sharing the company’s vision with customers.

Seniority Level

• Mid‑Senior level

Employment Type

• Full‑time

Job Function

• Customer Service, Sales, and Project Management
• Industries: Software Development, Food and Beverage Manufacturing, Biotechnology Research