Albert‘s mission is to Digitalize the World of Chemistry, using data and machine learning to drastically accelerate the invention of new materials. Our platform helps R&D organizations achieve a structured data foundation, digitalize their formulation and testing processes, and empower scientists to innovate faster, smarter, and at scale. 

We are looking for a CSM / Sr. CSM to join our Customer Success & Support team, reporting to the Director, Customer Success & Support. The role is critical to driving successful outcomes for Albert’s most strategically important customers. If you're passionate about cutting-edge technology and love working in a fast-paced and growing culture, we want you on our team! 

What you’ll do: 

In this role, you will work as dedicated Customer Success Manager for a few of Albert’s Enterprise customers. You will partner closely with internal Product, Sales, Strategy, Engineering and Marketing teams, while building relationships with the operational and leadership teams of our customers. 

• Act as a strategic partner while leveraging insights along with the customer’s objectives 

• Drive product adoption by aligning Albert's features and functionality with customers' overall business needs  

• Focus on high-touch, curated experiences for Albert’s most strategic accounts working on engagements with high complexity and providing proactive and ongoing adoption and value engagements at key moments of our customers' journey  

• Partner, build relationships, and serve as an advisor to Enterprise customer stakeholders, turning them into advocates of the Albert platform  

• Monitor customer health metrics and key performance indicators (KPIs) to anticipate risks and opportunities, address them proactively, and report internally on customer health status, risks and opportunities  

• Understand and identify Albert services and offerings and how they help meet customer’s objectives leading to upsell opportunities  

• Create reusable assets, maintain documentation, and craft and deliver presentations for external-facing audiences on Albert’s capabilities  

• Ability to analyze customer data and use insights to drive decisions and actions  

• Responsible for the success of Albert’s products across your assigned customer base 

• Leverage industry knowledge and experience to establish credibility and trust with clients, ranging from individual contributors to executives 

• Serve as the voice of the client within Albert Invent, providing feedback and insights to help shape product offerings and service delivery 

You will have: 

• Master’s degree or higher in Chemistry, Chemical Engineering, Materials Science, Polymer Science, or a related scientific/engineering discipline. MBA is a plus.  

• Six+ years of industry experience, preferably in chemical/materials R&D or digital transformation with 2+ years’ experience with managing people (bonus if you’ve managed remotely) 

• Experience in front-end innovation, product development, and/or R&D management, with familiarity moving from concept to market-ready product 

• Strong understanding of R&D IT ecosystems:  ELN/LIMS, PLM, ERP, and analytics tools 

• Ability to lead and manage complex programs, ensuring timely delivery of objectives while coordinating with multiple stakeholders.  

• Deep working knowledge of Chemistry and Materials Science, and familiarity with the broader chemicals industry.  

• Expertise in or passion for change management 

• Strong relationship-building skills, with the ability to establish trust and rapport with clients and stakeholders at all levels. Experience in nurturing long-term (multi-year) partnerships is essential.  

• Excellent communication skills, both verbal and written, enabling effective engagement with clients, technical teams, and executives. 

• Ability to travel ~20% (North America and Europe) 

Key competencies: 

Grit: Self-starter, persistent problem solver, relentless in their pursuit of progress. 

Proactive Collaborator: Proactive, customer-focused mindset with a passion for helping others succeed 

Adaptability: Comfortable in dynamic, evolving customer and company environments 

Innovator: Passionate about improving customer outcomes through digital tools and scientific rigor 

Empathy: Strong active listening across multiple personas and cultures 

Leadership: Ability to lead initiatives and drive projects to completion with little or no oversight.