Customer Success Manager

Responsibilities

• Serve as the primary point of contact for an assigned portfolio of pharmaceutical and biotech customers.
• Build trusted relationships with key stakeholders, acting as a strategic advisor on products, services, and best practices.
• Conduct regular check-ins to understand customer goals, gather feedback, and identify opportunities for increased platform adoption.
• Maintain high levels of customer satisfaction while supporting long-term account growth and retention.
• Respond promptly to customer inquiries related to the platform, procurement processes, suppliers, orders, and system functionality.
• Troubleshoot customer issues from initial inquiry through resolution, coordinating with internal teams as needed.
• Prioritize competing requests while maintaining excellent service levels across multiple customer accounts.
• Lead customer onboarding and training sessions for new users and procurement teams.
• Educate customers on platform capabilities, purchasing workflows, supplier engagement, and best practices.
• Develop customer resources and provide ongoing education to increase adoption and utilization of the marketplace.

Requirements

• Bachelor's degree or equivalent experience
• 3+ years of experience in Customer Success, Account Management, Client Services, or a related customer-facing role
• Exceptional written and verbal communication skills
• Strong organizational skills with the ability to manage multiple priorities simultaneously
• Excellent problem-solving and critical thinking abilities
• Demonstrated ability to build relationships with customers and internal stakeholders
• Experience managing complex customer issues through resolution
• Proficiency with CRM platforms and Microsoft Office or Google Workspace

Benefits

• Annual performance bonus, typically ranging from $3,000–$5,000 based on seniority and individual performance
• Company stock
• Medical, dental, and vision insurance
• 5% employee / 90% dependents 401(k) via Vanguard with a 3% company match
• Flexible vacation policy
• Fully remote work environment