Customer Success Manager

Job Summary

To support a growing portfolio of biotech and pharmaceutical clients, the full-time remote Customer Success Manager will lead service delivery, manage client relationships, and drive account improvements while collaborating with internal teams.

Key responsibilities

• Lead a virtual service delivery team and serve as the primary point of contact for assigned clients
• Facilitate client meetings, presentations, and address escalations while promoting service improvements
• Manage account retention and growth by ensuring clients leverage services effectively and capturing feedback for product development

Required qualifications

• 5+ years in Customer Success, Service Delivery, or Technical Account Management within an MSP
• Experience supporting biotech, pharmaceutical, or life sciences organizations
• Bachelor's degree in a business field or equivalent experience
• Extensive technical knowledge in service desk, infrastructure, and networking systems
• Proficiency with ServiceNow or other ticketing systems