Principal Strategic Customer Success Account Manager (AI Enabled, High-Touch)

Remote – US based candidates only, no visa sponsorship available.

About the role

This role will lead work at the intersection of data, AI-enabled capabilities, and scalable technology delivery. You will work across engineering, product, operations, and business stakeholders to translate complex requirements into practical technology solutions. The position offers the opportunity to influence architecture, execution quality, and the technology capabilities that enable long-term growth within a life sciences environment.

Responsibilities

• Serve as primary relationship owner for high-value accounts
• Own outcomes related to customer value realization and retention
• Translate technical signals into executive-level business insights
• Proactively identify risks and opportunities using AI-driven data
• Lead executive engagements and business review meetings
• Drive product adoption and renewals through outcome-based strategies
• Capture customer feedback to influence product and service improvements

Requirements

• 10+ years in Customer Success or related roles
• Experience managing strategic, high-value customer relationships
• Strong business acumen with data-driven risk management
• Excellent communication and executive presentation skills
• Proficiency in Salesforce, Gainsight, or similar platforms

Benefits

• Opportunities for professional development and training
• Collaborative work environment leveraging cross-functional teamwork
• Access to AI-driven tools to enhance customer engagement
• Participation in strategic initiatives aimed at improving customer outcomes
• Mentorship and coaching opportunities to develop team members

Pay

$114,500 – $148,800 annually