Senior Customer Success Manager, Life Sciences

We are looking for an experienced relationship pro who thrives in an entrepreneurial environment.  Given our SaaS business model and our focus on a “land and expand” strategy, Customer Success is absolutely vital to our long-term profitability. We will not be successful unless our Pharma customers are receiving massive value from our solutions. As such, we need an experienced relationship management executive who can drive success for our customers.

This role includes responsibilities for Customer Success outcomes (e.g., renewals, account growth, etc.) and activities (e.g., support, services, adoption, advocacy, retention, etc.). You will have the unique position of being at the center of the broader data healthcare ecosystem and will have a prime understanding of how best to leverage data linkage to support clinical and commercial use cases. We have the opportunity to create one of the most meaningful advances in healthcare, and you will be instrumental in helping us achieve that goal!

You Will:

• Drive Customer Success outcomes by managing and growing our accounts
• Develop executive-level understanding of Life Sciences industry and accounts through consultative thought partnership and strategic business reviews
• In partnership with sales, support and identify growth opportunities across your portfolio
• Maintain and improve high customer renewal rates and reduce churn
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Work closely and cross-functionally with Sales, Technical Solutions, Product, Data Science, Engineering and Marketing to develop programs and solutions that establish, expand, and deepen customer relationships
• Innovate new ideas to drive productivity, scalability, and discovery of best practices as we 10x the number of customers in the next few years.
• Help create a company-wide culture of customer-centricity

What You Bring To The Table:

• Minimum 10 years of relevant experience, with 5+ years of focus on strategic, healthcare customer-facing work
• Strong focus on learning and understanding the goals and strategies of our customers to provide consultative solutioning
• Ability to manage and influence through persuasion, negotiation, and consensus building
• Entrepreneurial, self-sufficient, and self-driven approach
• Comfortable making decisions under uncertainty
• Thorough with attention to detail and a bias towards action
• Strong empathy for customers and passion to achieve revenue expansion & growth
• Analytical and process-oriented mindset
• Strong understanding of value drivers in recurring revenue business models
• Robust project management and client management skills
• Enthusiastic and creative with the ability to inspire others
• Excellent communication and presentation skills – and a commitment to maintain good internal and external relationships
• Passionate about building a business that transforms the healthcare industry
• Experience with sales and post-sales (ideal, but not required)

Bonus Points If:

• Application of RWD and RWE in the pharmaceutical and life sciences space
• Experience in formal or informal team management
• Design, roll-out, and management of clinical development solutions
• Understanding of tokenization and HIPAA