Citrine Informatics

Citrine Informatics provides an enterprise AI platform that accelerates materials and chemicals R&D and product development. The company delivers a materials informatics SaaS that combines generative…

AIChemicalsData-drivenGenerative AIMaterials ScienceProduct DevelopmentSustainabilitycitrine.io

Citrine Informatics

AIChemicalsData-drivenGenerative AIMaterials ScienceProduct DevelopmentSustainabilitycitrine.io

HQRedwood City, US

Team Size69

Open JobsUnknown

Total Funding$69M

Latest Fundraise3 years ago

Join the Team

Customer Success Manager L3

RemoteGermany, DE

Remote • Germany, DE

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About Citrine Informatics

At Citrine, we’re using Artificial Intelligence (AI) to enable our customers to usher in the next generation of sustainable, high-performing materials and chemicals.

Our customers love what we do:

“We understand our own laboratory more than before. It’s fun to work in this way.”

We’re the leader in AI for materials and chemicals. 10 of the top 20 chemical companies have trusted us as their AI provider and we have created more than $100 Million dollars in value for our customers to date. Our no-code SaaS platform empowers product developers to accelerate their work using chemically-aware data management and AI tools.

Citrine regularly wins awards for innovation and sustainability, earning spots on the CB Insights AI 100 list and the Inc. 5000 list of fastest-growing private companies in the US. Our customers include leading organizations such as LyondellBasell, Evonik, Grace, Avery Dennison, and Syensqo. We also collaborate with researchers from world-renowned institutions on cutting-edge research at the intersection of AI and the physical sciences.

Our team is exceptional, eager to grow and learn from each other. Team members work remotely throughout North America and Europe driven by our sustainability mission. We’re growing quickly, and looking for the best to join us!

About the Role

Ensuring our customers thrive is fundamental to Citrine’s success. As a Customer Success Manager, your role is pivotal in orchestrating the customer journey and demonstrating the value provided by the Citrine platform to our valued customers. Citrine continues to scale the Citrine Platform to a number of customers across the chemicals and materials space; cultivating strong partnerships, gathering extensive product feedback, and rolling out the platform to entire data science, R&D, and product development organizations.

As a key member of the Commercial team, the Customer Success Manager will manage customer relationships and be responsible for orchestrating the customer journey via best practice implementation and value capture. Your work will include daily interactions and collaboration with the Citrine data scientists, data engineers, and sales reps working with your assigned customers and serve as a liaison between the internal product development teams and the customer. You are a proactive people person with a positive attitude and unrelenting professionalism. You navigate seamlessly between interactions with customers, internal team members, and executives, and you know how to leverage project teams to ensure that your customers receive the best possible experience. You will be responsible for ensuring the post-sale success and satisfaction of Citrine customers.

Ideal candidates will be located in Germany and open to working fully remote.

Tasks

Manage the customer-facing experience from contract kickoff to renewal/upsell
Plan for, document, and track the value provided by the Citrine Platform to your group of customers

Requirements

5+ years of customer success enterprise SaaS experience, or other highly related experience.
Undergraduate degree, or equivalent experience, in a scientific or technical field such as statistics or CS

Collaborate with internal teams to build a best-in-class customer experience and satisfaction

Oversee all interactions and communication with the customer, ensuring delivery against all project milestones and advancing customer value realization, satisfaction, and platform engagement

Uncover and understand any risks that threaten customers’ platform adoption, satisfaction, or renewal; conceive and execute mitigation plans for all risks

Create trust-based relationships with customers, from junior-level through executives, to gather feedback and ensure customer value alignment

Structure, develop, and present on-target business analyses to highlight Citrine’s value propositions

Educate customers on updated features, capabilities, and new product offerings

Act as the liaison between product management and the customer, with a focus on feature collaboration and communicating the Citrine Platform roadmap

Identify and leverage company-wide resources to address customer satisfaction, growth, renewal, risk, and opportunity

Superb communication and presentation skills -- demonstrated experience presenting to senior executives and ability to seamlessly transition between conversations with execs, technical leadership, and scientists in both German and English

Demonstrated experience building trust-based relationships with clients/customers to advance strategic goals

Demonstrated experience managing complex, technical projects and teams to outstanding results

Ability to develop and drive a high-level strategic engagement roadmap

Ability to take lessons from one-off situations or interactions, understand their relevance to the bigger picture, and establish general best practices

Ability to structure and execute business analyses to support customer value

Deep understanding of AI-based SaaS / PaaS business models

Ability to travel to customer sites ~30-50%

Located and authorized to work in Germany