About the role:

Elicit is building its Customer Success function from the ground up. You'll be accountable for driving adoption, retention, and expansion across a portfolio of high-value accounts. You'll work alongside CS leadership to codify what works into playbooks, templates, and frameworks, and you'll bring a data-informed approach to account health (interpreting activation trends via Mixpanel to proactively surface risk or opportunity, not just report on it). As the customer base grows, this person may also design and launch scaled programs that extend high-touch learnings to broader customer segments.

We're seeking a Senior or Principal Customer Success Manager to independently own a complex book of enterprise accounts and help shape Elicit's CS motion. At a senior career level, you'll independently manage enterprise and mid-market accounts ($50K-$200K ACV), own renewals and expansion end-to-end, and adapt playbooks to fit customer context-without requiring manager guidance. At a principal level, you will lead a portfolio of strategic enterprise accounts ($200K+ ACV, primarily strategic pharma), define the playbooks that raise the bar for the whole team, and operate as a cross-functional partner across CS, Sales, and Product.

What you'll do:

This is an execution role with strategic contribution. The Customer Success Manager will run customer onboarding, conduct QBRs, manage expansion opportunities, and solve customer challenges day-to-day, while also contributing to CS artifacts that codify best practices and enable the team to scale effectively.

• Own a book of enterprise accounts: onboarding, QBRs, health monitoring, renewals, and expansion
• Build and refine CS artifacts - playbooks, templates, onboarding sequences, QBR frameworks
• Interpret usage data to proactively surface risk and opportunity - not just report on it
• Run executive business reviews with VP/C-suite stakeholders at pharma and research organizations
• Design scaled programs (training series, cohort onboarding, champion networks) as the customer base grows

What we're looking for:

• AI fluency. You understand AI/ML capabilities and limitations well enough to explain accuracy, confidence, and responsible use to researchers who hold us to rigorous standards. Bonus: you have a genuine POV on how AI is transforming knowledge work.
• CS builder mindset. You think in systems and repeatable processes. You're as comfortable designing an onboarding sequence as running a high-stakes QBR. You know what best-in-class CS looks like and build toward it.
• Pharma or regulated industry experience. Direct pharma/biotech CS experience is a plus, but we'll also consider regulated industries (healthcare, medical devices, clinical research) with curiosity and willingness to learn. Bonus: experience supporting evidence-based decision-making workflows like systematic reviews or regulatory submissions.
• Executive presence. You translate product capabilities into business outcomes that resonate at the director and C-suite level. You run QBRs that end with "we need to expand this.

What you bring:

• Experience in B2B SaaS or AI-forward Customer Success, with at least 3-5 years supporting technical/specialized users - ideally managing $50K-$200K+ ACV enterprise accounts with full ownership of renewals and expansion
• Track record in early-stage startups where you wore multiple hats and built from ambiguity
• Data-driven operator. You've owned metrics like NRR >110%, gross retention targets, customer health scores, and expansion plays - and you interpret usage data to proactively drive action, not just report on it
• Domain curiosity: You're the type who'll read research papers to understand customer workflows, not because you have to but because you're genuinely interested

What we offer

In addition to working on an ambitious mission alongside a world-class, collaborative team, you'll receive:

• Competitive OTE of 150K-250K with above-market equity
• Fully covered health, dental, vision, and life insurance for you + generous family coverage
• Flexible vacation (recommended minimum of 20 days)
• 401(k) with 6% employer match
• $2,000 device budget + ongoing equipment refresh
• Personal and professional development budget
• Flexible work environment across North America and Europe, with quarterly in-person retreats and coworking events