Senior Customer Success Manager

The Opportunity

We're looking for a Sr. Customer Success Manager to drive commercial success for enterprise biopharma accounts. You'll be the account owner biopharma customers turn to day-to-day, running onboarding, driving adoption, and closing renewals across your portfolio You will own implementation end-to-end, configuring the platform to fit your customer’s workflows, running training sessions with their teams, and resolving roadblocks to ensure long-term value realization.

What You'll Do

Account Delivery

• Own the full account lifecycle for enterprise biopharma customers, from onboarding and implementation through renewal
• Design and implement onboarding strategies that compress time-to-value and set the foundation for adoption and growth
• Lead quarterly business reviews that translate usage data into a clear narrative of value realization
• Cultivate trusted relationships with platform users and senior stakeholders

Drive Adoption and Retention

• Monitor usage patterns, engagement signals, and business outcomes to proactively grow accounts and manage partnership risk
• Spot expansion opportunities early and mobilize cross-functional partners and Customer Success leadership to convert them
• Represent voice of the customer by surfacing and triaging recurring customer questions, friction points, and feature requests to the Product team

Provide Technical Support

• Diagnose and resolve platform issues through systematic troubleshooting, documenting problems clearly and coordinating with Engineering on appropriate resolution paths
• Develop deep platform expertise that enables you to answer complex technical questions and guide customers through sophisticated workflows
• Create feedback loops that ensure technical issues inform long-term product improvements

Who You Are

Essential Qualifications

• 5+ years of customer success, management consulting, partnerships, account management, or implementation experience in pharmaceutical, biopharma, biotech, or life sciences industries
• Working knowledge of drug development processes, portfolio management, and deal evaluation frameworks
• Strong technical aptitude, with the ability to quickly master sophisticated software platforms and translate technical capabilities into business value
• Clear, confident communication skills, including with senior client stakeholders
• Comfort operating in fast-paced, high-growth environments where priorities evolve quickly

Bonus Points

• Direct experience in biopharma Search & Evaluation, Business Development, Licensing, Portfolio Management, or Strategy roles
• Track record of driving measurable customer outcomes, achieving retention and expansion targets
• Hands-on experience with AI/ML platforms, advanced analytics tools, or decision intelligence software
• Proficiency with customer success platforms (HubSpot, etc.)

What We Offer

• Impact: Your work directly enables breakthrough therapies to reach patients faster
• Ownership: Significant autonomy to build and execute your sales strategy
• Growth: Ground-floor opportunity to shape our sales organization as we scale
• Compensation: Competitive base salary, uncapped commission structure, and equity
• Team: Collaborative, mission-driven colleagues passionate about transforming biopharma

Location

We are a remote-first company, but looking for team members to be located in the Northeast (Boston, New York, DC etc.)