Laboratory Customer Success Manager

Come join our family! If you are interested in truly making a difference in a collaborative and rewarding work setting with a culture of respect, accountability, appreciation, and loyalty, Microbac might be the right place for you!

We offer a positive working environment with engaged and supportive leadership teams along with competitive pay and benefits including medical, dental, vision, life insurance, disability, generous paid time off including vacation, holidays and flextime, a wellness program, referral bonus, tuition reimbursement and more!

ABOUT MICROBAC

Microbac Laboratories, Inc. is a premier commercial laboratory testing firm that partners with clients nationwide, offering laboratory solutions to life science, food and nutrition, and environmental industries and serves our clients with the utmost expertise and respect for their market requirements, constraints, and challenges. We embody a company-wide commitment to exceptional customer experience, which has been refined by over 50 years of trusted, analytical and measurement experience.

As a privately held third-party testing company, Microbac operates with a commitment to our workforce, safety, quality, and compliance. Our diverse work portfolio includes broad accreditation offerings and tested insights across the environmental, food and nutrition and life science markets.

JOB SUMMARY

We are seeking a highly driven, accountable, and execution-focused Customer Success Manager (CSM) to lead and elevate our Customer Success team. This role is responsible for ensuring work moves efficiently from intake through completion, issues are resolved quickly, and clients receive timely, accurate, and proactive communication. The ideal candidate is fast-paced, resilient, detail-oriented, and comfortable taking ownership in a high-volume operational environment. The CSM is the primary interface and project manager for our Tier 1 customers and the liaison between Customers, our Laboratories, Technical Sales/Account Managers and other functions as needed. The CSM manages the CS department, consisting of project managers, sample receiving staff, and field technicians. This is not a passive or purely relationship-based role. Success in this position requires urgency, follow-through, and the ability to drive outcomes without waiting for direction.

Essential Functions:

• Own customer workflows end-to-end (intake, coordination, reporting, and invoicing follow-up).
• Maintain a high level of customer contact.
• Answer customer phone and e-mail inquiries, identify customer requirements, provide results and additional information that meets or exceeds the customer's expectations and follow-up with solutions.
• Lead day-to-day execution of Customer Success operations across multiple accounts and laboratories.
• Ensure all client communication is timely, accurate, and clearly documented.
• Identify, prioritize, and resolve issues quickly.
• Monitor key performance metrics (turnaround time, backlog, reporting, invoicing, etc.) and drive improvement.
• Hold team members accountable to expectations, deadlines, and communication standards.
• Follow-up consistently with internal teams (lab, sales, field services) until issues are resolved.
• Drive clarity in ambiguous situations and make decisions when needed.
• Manage escalations with urgency and professionalism.
• Improve processes and eliminate inefficiencies across workflows.
• Ensure visibility of work through tracking, updates, and documentation.
• Lead customer complaint handling and investigation in accordance with company Quality policies.
• Support and develop Customer Success team members.
• Provide support to the Sales teams and other CS team members. This may include customer visits or back up support for other team members.
• Participate in annual training certification to maintain working knowledge of tools required to perform the job; not limited to the Laboratory Information Management System (ELEMENT), CRM, and Standard Operating Procedures (SOPs).
• Perform other related duties as needed.

Minimum Qualifications

• Bachelor's degree or equivalent work experience in Chemistry, Biology or a related field of study. A general knowledge of testing methods or scientific process (within the appropriate market) obtained from a degree in Food Science, Microbiology, Chemistry, Environmental Science/Chemistry, Pharmaceutical or direct relevant laboratory experience is preferred to provide support to the clients of the company
• A minimum of 5 years of related industry experience
• Prior customer service experience
• Prior experience working in a laboratory and/or relative industry
• In-depth technical understanding of industry or subject area
• Excellent customer service skills, to include strong verbal and written communication skills
• Exceptional ability to effectively convey technical knowledge, troubleshoot and solve technical as well as personnel problems, to cooperate and be helpful to others
• Deep knowledge of concepts and terminology commonly used within the industry
• Proficient understanding of regulatory requirements, common practices and trends as they relate to the industry
• A general knowledge of Laboratory Information Management (ELEMENT) and Customer Relationship Management (CRM) software systems are required to complete data entry and result searches for the client
• General knowledge of personal computer operation is necessary including spreadsheet, word processing and relational database
• Multi-tasking, prioritization, superior follow up skills and attention to detail are also required for success in this role
• Demonstrated ability to effectively plan, organize and lead projects
• Desire to work collaboratively with clients and internal staff teams to achieve common goals

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS

The physical demands and working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements:

• While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools; talk or hear. The employee is occasionally required to stand, walk, and sit.
• The employee must occassionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include color vision and depth perception.

Working Conditions:

• While performing the duties of this job, the employee will be in a general office environment.
• The noise level in the work environment is usually moderate.
• This job may require travel less than 20%

As a privately held third-party testing company, Microbac operates with a commitment to safety, quality, and compliance. Our diverse work portfolio includes broad accreditation offerings and tested insights across the environmental, food and life science markets.

OTHER:

This job description is not an exhaustive list of all duties an employee may be required to perform. Microbac reserves the right to revise the job description at any time.

Employment is at-will. Microbac, promotes a drug-free, alcohol-free workplace. Applicants considered for hire must pass a drug test before beginning work. Refusal to submit to testing will result in disqualification of further employment consideration.

Microbac is an Equal Opportunity Employer - We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. All qualified applicants will receive consideration for employment.