Senior Customer Success Manager, Medicine Supply Map

Brief Job Overview

The U.S. Pharmacopeial Convention (USP) is seeking a dynamic Senior Customer Success Manager to join our Medicine Supply Map team. This role focuses on post-sale engagement, driving customer adoption, retention, and long-term value realization across pharmaceutical manufacturers and distributors.

Responsibilities

• Serve as the primary post-sale owner for onboarding, adoption, retention, and long-term value realization of the Medicine Supply Map across pharmaceutical manufacturers, distributors, health systems, and government agencies.
• Build and maintain strong relationships with key stakeholders across commercial operations, sales, supply chain, and executive leadership teams.
• Lead strategic account planning, including defining success plans, aligning MSM capabilities to customer objectives, and identifying expansion opportunities.
• Drive adoption by operationalizing MSM within customer workflows and establishing best practices for data-driven decision making.
• Facilitate regular business reviews, delivering insights and recommendations that demonstrate measurable value and support ongoing alignment.
• Develop and track customer health metrics, proactively identifying risks to adoption, engagement, or renewal.
• Partner with customers to integrate MSM insights with existing internal data sources (e.g., demand and market data) to enhance supply chain and commercial decision making.
• Provide subject matter expertise on supply chain visibility, market intelligence, and pharmaceutical industry dynamics to guide customer strategy.
• Collaborate cross-functionally with Sales, Product, and Data Science teams to advocate for customer needs and support long-term growth opportunities.
• Capture and report the voice of the customer to Product Management and leadership teams to inform roadmap priorities and continuous improvement.
• Support renewal and expansion efforts through clear value articulation, stakeholder alignment, and mitigation of adoption risks.

Qualifications

• Demonstrated understanding of USP's mission and commitment to excellence through inclusive and equitable behaviors and practices.
• Minimum of three years of successful experience in customer success, account management, or post-sale roles, preferably within SaaS, data analytics, or supply chain solutions.
• Strong relationship management skills with the ability to engage senior-level stakeholders across commercial operations, sales, and supply chain functions.
• Excellent communication, problem-solving, and organizational skills with a focus on driving measurable customer outcomes.
• Experience operating in a fast-paced environment with the ability to prioritize across multiple customers and initiatives across commercial operations, sales, and supply chain functions.
• A consultative approach with the ability to translate complex data and analytics into clear, actionable insights for customers.
• Experience leading business reviews, defining success plans, and aligning solutions to measurable outcomes.
• Understanding of pharmaceutical supply chain, market intelligence, or related industry dynamics is preferred.
• A collaborative mindset with the ability to partner cross-functionally and align customer needs with product capabilities.

Requirements

• Bachelor’s degree in Business Administration or a related field.
• Minimum of three years of successful experience in customer success, account management, or post-sale roles, preferably within SaaS, data analytics, or supply chain solutions.
• Strong relationship management skills with the ability to engage senior-level stakeholders across commercial operations, sales, and supply chain functions.
• Excellent communication, problem-solving, and organizational skills with a focus on driving measurable customer outcomes.
• Experience operating in a fast-paced environment with the ability to prioritize across multiple customers and initiatives across commercial operations, sales, and supply chain functions.
• A consultative approach with the ability to translate complex data and analytics into clear, actionable insights for customers.
• Experience leading business reviews, defining success plans, and aligning solutions to measurable outcomes.
• Understanding of pharmaceutical supply chain, market intelligence, or related industry dynamics is preferred.
• A collaborative mindset with the ability to partner cross-functionally and align customer needs with product capabilities.