Senior Manager of Customer Success, Life Sciences - Remote

Overview

As a Senior Manager of Customer Success, you will lead a team of major and strategic Customer Success Managers (CSMs) within our Life Sciences vertical, focusing on driving Gross Dollar Retention (GDR) and ensuring long-term customer success. You will play a pivotal role in developing and refining customer success strategies that drive revenue retention, customer satisfaction, and value delivery.

In Short

• Lead, mentor, coach and develop a team of CSMs.
• Partner closely with an aligned AE Leader for account planning.
• Monitor key performance indicators (KPIs) for customer satisfaction.
• Analyze and report on account health and customer progress.
• Oversee data analysis and business case development.
• Implement and refine customer success best practices.
• Stay informed on industry trends and customer success innovations.
• Provide strategic updates to senior leadership.
• Manage day-to-day people leadership and performance management.

Requirements

• Bachelor’s degree (or equivalent experience) in a related field.
• 3+ years of experience in Biopharma or Med Tech.
• 3-5 years of management experience in customer success.
• 5-7 years of experience in Customer Success or Account Management roles.
• CX certification and/or experience with ChurnZero preferred.
• A strategic mindset with the ability to drive customer value.
• Energy, empathy, and enthusiasm for delivering exceptional customer experiences.

Benefits

• Industry leading products.
• Work hard, and have fun doing it.
• Incredibly fast growth means limitless opportunity.
• Flexible and dynamic culture.
• Competitive benefits package including healthcare benefits and a 401(k) match.