Customer Success Manager

About the Client

The hiring organization works in the life sciences space and builds an AI-driven platform designed to speed up patient access to essential treatments by improving decision-making. It uses insights from worldwide medical data to help industry leaders deliver advanced therapies more effectively. Founded in 2018 by specialists in artificial intelligence, public health, and personalized content, the company is a Certified B Corp with recognition for its medical AI work, including several awards and core patents. Its mission is to enable researchers and scientists to advance life sciences at scale.

Role Overview

This position focuses on building trusted relationships with customers so they can successfully adopt and continue using AI products within life sciences companies. The Customer Success Manager will lead implementation activities, coordinate the handoff from sales to delivery, and shape strategies that improve customer retention and expansion over time. The role also serves as a connection point between client needs and the product/technology teams, helping strengthen the platform’s impact across the sector.

Key Responsibilities

• Assist the sales team during customer onboarding and implementation by communicating client requirements to the product and technology teams.
• Oversee project schedules, staffing, and completion of implementation deliverables.
• Make sure the move from sales into implementation and ongoing support is seamless.
• Share updates with senior leaders on implementation patterns, customer success indicators, and potential growth areas.
• Create and carry out plans that improve long-term satisfaction and customer retention.
• Tackle advanced technical issues and continuously improve customer workflows and operations.
• Build and refine best practices for onboarding, support, and relationship management.
• Gather customer input and use it to improve product capabilities and services.
• Spot and develop opportunities to broaden AI solution adoption across life sciences customers.
• Work with sales to craft and present solutions to prospective clients.
• Represent the product as a knowledgeable advocate in meetings with customers and prospects.

Requirements

• A bachelor’s degree in Business, Marketing, or Communications is required.
• At least 3 years of experience in client-facing positions such as Customer Success or Account Management in B2B or SaaS settings.
• Hands-on experience managing projects and rolling out complex technical solutions.
• Strong verbal, written, and presentation skills.
• Comfort managing several priorities and projects at the same time.
• Solid analytical thinking and problem-solving ability.
• Working knowledge of CRM tools.
• Demonstrated ability to develop and maintain strong client relationships.
• Experience creating and executing customer success plans or frameworks.
• Ability to perform well in a fast-moving, changing environment.
• Willingness to keep up with new technologies and industry shifts.
• Preferred background includes startup or high-growth environments.
• Project Management certification is a plus.
• AI or Machine Learning certifications are a plus.
• English fluency is preferred, and additional languages are beneficial.
• Knowledge of life sciences, including regulatory and compliance considerations, is preferred.
• Awareness of AI use cases in life sciences, especially medical affairs, is preferred.
• Familiarity with data science principles and how they are applied in practice is preferred.
• Understanding of medical and scientific communication in pharma or biotech is preferred.

Compensation

The pay package will be decided based on the candidate’s experience, skill set, and other relevant factors.

Equal Opportunity

The employer is committed to equal opportunity hiring and values an inclusive workplace. All eligible candidates will be considered without discrimination based on race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Hiring and Employment Note

This opportunity is posted by a recruitment service that is not the employer of record. The purpose of the listing is to connect candidates with the hiring company and direct them to complete the application through the company’s own careers system or applicant tracking platform.