ZONTAL is revolutionizing data management and digital transformation for the life sciences industry. Our cutting-edge platform enables seamless data integration, standardization, and accessibility — empowering scientists and organizations to drive innovation, enhance compliance, and accelerate breakthroughs in healthcare and biotechnology. ZONTAL has offices in the US, Europe and Asia. Together with our integration and service partners, ZONTAL supports our customers globally, in any country and any time zone. Our team is growing, and we are currently seeking an experienced Customer Success Manager to join our team.
Job Type:
Full Time, Direct Hire Location:
Germany
Position Overview : A ZONTAL Customer Success Manager (CSM) builds and maintains relationships with our existing customers, ensuring they achieve maximum value from a product or service, leading to customer satisfaction and retention. As a member of this growing team, you will report to the Director of Customer Success. Your role will include responsibility for a select group of accounts with development, documentation, and maintenance of success KPIs.
Your Responsibilities: Onboarding: Facilitate effective knowledge transfer among sales, pre-sales, and professional services teams to ensure a seamless and well‑coordinated onboarding process. Customer Relationship Management: Develop and maintain strong, trust‑based relationships with customers to ensure their requirements are fully understood and consistently addressed. Proactive Support: Proactively identify emerging issues before they escalate and collaborate with cross‑functional teams to develop and implement effective solutions. Advocacy: Serve as the customer’s advocate within the organization, ensuring their insights and feedback are clearly communicated and effectively addressed. Renewals and Upsells: Drive continued customer value realization to support successful renewals and identify opportunities for strategic upselling growth. Metrics and Reporting: Monitor, evaluate, and interpret customer success metrics to inform continuous process improvements and support strategic decision‑making. Software: Provide system ownership and data stewardship for the account management platform integrated with corporate CRM.
Qualifications: 4+ years as a Customer Success Manager or similar role. Familiarity with account planning and CRM tools. Undergraduate or graduate degree in Chemistry, Biology, Engineering, Computer Science, or Data Science preferred, or equivalent experience. Excellent communications skills, presentation skills and attention to detail Strong problem-solving skills. Ability to think creatively on how to solve project risks without reducing quality. Team player and ability to "roll up your sleeves" and do what it takes to make the team successful. Life Science experience is a plus. Ability to work with a diverse team across multiple time zones. Ability to travel to key on site meetings. Applicants must be currently authorized to work in Germany. The position does not provide sponsorship for employment visa status now or in the future.
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ZONTAL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.