Client Success Manager

Canyon Labs exists to raise the standard of services in the Medical Device and Pharmaceutical markets by providing streamlined and expert solutions in technical consulting, sterilization, analytical testing and packaging.

We are committed to ensuring that quality services are delivered by meeting or exceeding customer expectations, continuously improving the effectiveness of the quality system, and ensuring compliance with regulations, standards and directives.

Position Title: Client Success Manager

Location: Onsite in Salt Lake City, UT or Rochester, NY / Remote

Annual Salary Range: $65,000 - $85,000

Work Schedule: Monday through Friday 8:00AM – 5:00PM

Job Summary

The Client Success Manager is a key point of contact for Canyon Labs clients, responsible for supporting successful onboarding, project execution support, and ongoing client satisfaction. This role ensures smooth communication between clients and internal teams by coordinating timelines, clarifying questions, supporting sample scheduling, tracking deliverables, and assisting with resolution of client issues or escalations.

The Client Success Manager serves as a central point of contact for onboarding, communication coordination, escalation management, and resolution support, partnering closely with Operations, Laboratory, Sales/Commercial, and other internal stakeholders to ensure strong client experience and timely project outcomes.

Job Responsibilities

• Client Communication: Serve as a key point of contact between clients and our internal teams, fostering strong and positive relationships.
• Project Planning and Coordination: Collaborate with internal teams to develop project plans, timelines, and deliverables.
• Requirements Gathering: Work closely with clients to understand their objectives and translate them into actionable tasks for the operations team.
• Risk Management: Proactively identify and mitigate potential project risks, developing contingency plans as needed.
• Budget Oversight: Work with the accounting department to ensure projects are delivered within budget, providing regular updates to clients. Also, ensuring to keep on track of payment terms with sample scheduling ensuring we are receiving payment according to terms.
• Conflict Resolution: Address and resolve conflicts during the project lifecycle, fostering positive working relationships.
• Client Feedback: Use client feedback to identify areas for improvement and implement necessary changes.
• Net Promoter Score (NPS) Program: Conduct and execute Net Promoter Score (NPS) outreach and tracking, and work with internal teams to review feedback and implement improvements to enhance client experience.
• Customer Satisfaction: Prioritize client satisfaction and work to exceed client expectations throughout the project. Identify opportunities to enhance the overall customer experience.
• Quarterly Business Reviews (QBRs): Conduct Quarterly Business Reviews (QBRs) with key clients to review performance, strengthen relationships, align on goals, and identify opportunities for continued success.
• Onboarding of New Clients: Lead and coordinate onboarding for new clients by establishing expectations, timelines, communication workflows, and ensuring a smooth handoff into active project execution

Qualifications & Requirements

• Bachelors Degree in a business or scientific related field
• 3 + years of prior experience in Customer Success, Account Management, Customer Support, or related roles.
• Proficiency with Microsoft Office (Word, Excel, Outlook, PowerPoint).
• Excellent communication skills - written, verbal, and interpersonal.
• Strong analytical skills and comfort working with data, dashboards, billing information and operations metrics.
• Ability to be a self-starter and work independently as a key resource/representative of the company.
• Ability to be highly organized, adaptable, and a proactive problem solver.
• Familiarity with enrollment, onboarding, or customer marketing efforts.
• Ability to execute and prioritize a large number of tasks in a fast-paced environment.
• Ability to work independently and to participate in cross-functional teams.

Canyon Labs offers several benefits as part of your total compensation, including but not limited to:

• Paid Time Off, Sick Time, and Paid Holidays
• Medical, Dental and Vision Insurance
• Long term disability insurance, life insurance
• 401(k) with company match up to 4%

At Canyon Labs, we are committed to creating a diverse and inclusive workplace. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other protected characteristic under applicable laws.