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Head of Customer Support and Success

Toronto / Customer Success / Full-time

Seqera’s Customer Success team engages with our customers to support and guide them in the journey to successful deployment and nutritious usage of Nextflow products. We are currently seeking an experienced Customer Success Manager who is willing to establish, grow, and lead the team and help them to support customers and create strong relationships. Does this sound like the role for you? Please keep reading!

You will be responsible for developing lifelong customer bonds that ensure retention and loyalty. You will work closely with customers to understand their issues and needs, to resolve issues and ultimately delight them. You will work closely as part of a cross-functional organization including product management, engineering and the field team to serve our customers.

We want a team player who has expertise in customer support, implementing support processes and systems and executing customer retention initiatives. Delighting our customers is a critical objective for our business and you will share this responsibility with us.

Responsibilities

  • Establish customer support processes and systems following established industry best practices to position the customer success team for growth.
  • Recruit, train, nurture and retain top customer support talent as part of a fast-growing team.
  • Drive retention and growth among our most valuable customers by understanding their product support needs and guiding them to successful outcomes.
  • Maintain a cadence of communicating with customers about new releases, their product satisfaction, their product usage, sentiment, and mining opportunities for deeper engagement.
  • Identify opportunities for customers to act as Nextflow advocates (e.g. testimonials, case studies, user groups).
  • Collaborate closely with Sales to support pilot customers, renewals, and expansion opportunities.
  • Marshall resources across the Seqera organization as needed to support customers needs.
  • Represent the voice of the customer along side Sales and Product teams to inform our sales process and product roadmap.

Requirements

  • 5+ years in a technical customer success or customer support team.
  • Experience implementing customer support systems and processes in fast-growing, early-stage, technology startups.
  • Experience working with enterprise customers and stakeholders.
  • Exceptional communication skills, highly organized, collaborative and detail-oriented.
  • Experience building and maintaining relationships, while working to mitigate churn and drive engagement and lifetime value with customers.
  • Empathetic, positive attitude with a desire to help our customers reach their goals.
  • Results-driven mentality, with a bias for speed and action.
  • Strong analytical skills, with the ability to translate data into insightsEmpathetic, positive attitude with a desire to help our customers reach their goals 
  • Experience building and maintaining relationships, while working to mitigate churn and drive engagement and lifetime value with customers.

Nice-to-have

  • Experience in healthcare, life science, or other enterprise software, technology or SaaS company in similar fields.
  • Skills and experience with supporting customers with cloud implementation, including specific skills in linux, cloud environments, networking, storage management, and authentication.
  • Have worked in fast-paced startup environments and you are not afraid of rapidly changing requirements and processes
  • Results-driven mentality, with a bias for speed and action

Your Benefits 

Join our talented international team working from our North American base in Toronto, Canada.

As we scale, we constantly improve our in-office and WFH environments and learn to help everyone have the best setup for our company's success and your personal development, while keeping always the human touch in every aspect of our lives.

Starting with a highly competitive salary package, attractive employee equity, and a high degree of autonomy, we provide private health and life insurance, mental health support, and many other benefits including training, courses, and events.

By learning from and with each other, we ensure our ability to drive innovation and make better decisions in our mission. Most importantly, our culture provides a genuinely fun, inclusive, and challenging environment that will allow you to grow while making a huge difference in human health and beyond.

About Seqera

Seqera Labs is the leading provider of workflow orchestration software required for data pipeline processing, multi-cloud infrastructure provisioning, and secure collaboration. The core open-source technology Nextflow has transformed the building of massively scalable and distributed computing solutions. The software enables developers and data scientists to create and securely deploy data applications in the cloud and/or on traditional on-premise infrastructure. 

The company's products are widely used by leaders in the life sciences segment and are now being adopted by enterprises across all computational-intense, data pipeline applications, including for machine learning and AI, manufacturing, and financial services.

From personalized immunogenic vaccines to sequencing-based diagnostics, Seqera's customers are performing the most critical work on this planet. We believe in a future where scientific applications and massive datasets join forces to deliver incredible outcomes.

Nearly 10 years ago, we created Nextflow frustrated with the challenge of developing and sharing analysis pipelines across the infrastructure. Along the way, we've defined a new approach to data pipelines with containerized workloads that make the cloud accessible to the next generation of developers, scientists, and engineers.

Driven by the Nextflow community — the conductors of our culture, principles, and products — we prioritized a seamless user experience, growing the open-source project from inception to thousands of active users. We are now supporting this unique, vibrant and global ecosystem of thousands of scientists and organizations in 187 countries.

The company has received backing from leading partners to expand the Nextflow vision, grow the team and take on the important challenges, on which our global health and prosperity depend. Today, we take our core principles and help customers with their own journey into data collaboration and compliance — at scale.