Customer Success Manager - I

About the role

For our client, we are seeking a Customer Success Manager - I to join the team of a leader in the Pharmaceuticals & Biotech space. This role will focus on driving customer adoption, retention, and long-term value across healthcare accounts. You will partner closely with account teams and customer stakeholders to define success criteria, deliver clinical education, and ensure strong implementation outcomes. The position also serves as a key liaison between customers and internal technical teams, helping resolve issues, surface insights, and identify opportunities for expanded engagement.

Location: Remote - US based candidates only, no visa sponsorship available

Responsibilities

• Orchestrate client relationships to enhance adoption and retention of the company's services.
• Define success criteria collaboratively with account teams to ensure smooth product implementation.
• Craft and deliver clinical training plans to educate customer end users on best practices.
• Monitor customer performance against key metrics and hold regular reviews with clients.
• Act as a strategic advisor to demonstrate product value and identify upsell opportunities.
• Serve as the voice of the customer to manage technical inquiries and issue resolutions.

Qualifications

• Bachelor's degree required; advanced degree preferred.
• Registered Nurse or Respiratory Therapist credential required.
• 5+ years of experience in customer advocacy and engagement in healthcare settings.
• Strong public speaking and presentation skills essential.
• Willingness to travel 60-70% of the time.
• Experience developing product use cases and workflows.

Benefits

• Health, dental, and vision insurance
• 401(k) plan with employer contribution and match
• Tuition assistance and reimbursement for continued education
• Paid time off and paid holidays
• Employee Assistance Program and well-being resources

Pay

$134,400 – $201,600 annually