The OpportunityWe're looking for a Sr. Customer Success Manager to drive commercial success for enterprise biopharma accounts. You'll be the account owner biopharma customers turn to day-to-day, running onboarding, driving adoption, and closing renewals across your portfolio You will own implementation end-to-end, configuring the platform to fit your customer's workflows, running training sessions with their teams, and resolving roadblocks to ensure long-term value realization.
What You'll DoAccount Delivery- Own the full account lifecycle for enterprise biopharma customers, from onboarding and implementation through renewal
- Design and implement onboarding strategies that compress time-to-value and set the foundation for adoption and growth
- Lead quarterly business reviews that translate usage data into a clear narrative of value realization
- Cultivate trusted relationships with platform users and senior stakeholders
Drive Adoption and Retention- Monitor usage patterns, engagement signals, and business outcomes to proactively grow accounts and manage partnership risk
- Spot expansion opportunities early and mobilize cross-functional partners and Customer Success leadership to convert them
- Represent voice of the customer by surfacing and triaging recurring customer questions, friction points, and feature requests to the Product team
Provide Technical Support- Diagnose and resolve platform issues through systematic troubleshooting, documenting problems clearly and coordinating with Engineering on appropriate resolution paths
- Develop deep platform expertise that enables you to answer complex technical questions and guide customers through sophisticated workflows
- Create feedback loops that ensure technical issues inform long-term product improvements
Who You AreEssential Qualifications- 5+ years of customer success, management consulting, partnerships, account management, or implementation experience in pharmaceutical, biopharma, biotech, or life sciences industries
- Working knowledge of drug development processes, portfolio management, and deal evaluation frameworks
- Strong technical aptitude, with the ability to quickly master sophisticated software platforms and translate technical capabilities into business value
- Clear, confident communication skills, including with senior client stakeholders
- Comfort operating in fast-paced, high-growth environments where priorities evolve quickly
Bonus Points- Direct experience in biopharma Search & Evaluation, Business Development, Licensing, Portfolio Management, or Strategy roles
- Track record of driving measurable customer outcomes, achieving retention and expansion targets
- Hands-on experience with AI/ML platforms, advanced analytics tools, or decision intelligence software
- Proficiency with customer success platforms (HubSpot, etc.)
