Senior Customer Success Manager
Job Summary
Owning the end-to-end customer experience, the full-time remote Senior Customer Success Manager will manage a portfolio of enterprise life sciences customers, driving product adoption, documenting measurable ROI, and influencing renewal and expansion outcomes.
Key responsibilities
- Own the customer experience across the full lifecycle, including onboarding, adoption, renewal, and expansion
- Apply value-selling methodology to build and maintain account-level business cases that quantify ROI
- Proactively identify and mitigate renewal risks while coordinating with cross-functional teams to resolve customer needs
Required qualifications
- 5-7+ years of experience as a Customer Success Manager in a DaaS, pharmaceuticals, or consulting environment
- Demonstrated strategic ownership of a $5M+ enterprise book of business with accountability for NDR targets
- Proven track record in using value-selling and ROI documentation to achieve a 95%+ NDR
- Strong understanding of life sciences workflows, including Commercial, Medical, Market Access, Marketing, R&D, and HEOR
- Ability to operate as a credible, strategic counterpart to customer C-suite stakeholders
Complete Job Description
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