Senior Customer Success Manager
New
J
JobgetherLife Sciences SaaS
Based in the United States or CanadaFull-TimeSenior
SalaryCompetitive base salary of $135,000–$175,000. Retention-based variable compensation with total on-target earnings of $175,000–$230,000.
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Job Details
- Experience
- 5+ years of experience in Customer Success within B2B SaaS
- Required Skills
- Artificial IntelligenceChange ManagementCustomer SuccessLLMTraining
Requirements
- 5+ years of experience in Customer Success within B2B SaaS is required.
- Experience supporting customers in life sciences, biotechnology, therapeutics, or related markets is highly preferred.
- Strong understanding of drug development and the ability to communicate credibly with experienced drug development professionals.
- Background or education in biology, life sciences, or a related field is preferred; an advanced degree is considered ideal.
- Familiarity with large language models and AI technologies, combined with a pragmatic ability to apply them to real-world customer workflows.
- Exceptional communication and teaching skills, with a genuine interest in helping customers understand and successfully adopt new technologies.
- Strong relationship-building and change-management capabilities, with the judgment to guide customers through evolving systems and processes.
- Ability to operate effectively in ambiguous or rapidly changing environments and build processes where established playbooks may not yet exist.
- Innovative, entrepreneurial mindset with a willingness to experiment, learn, and continuously improve the customer experience.
- Strong collaboration skills and the ability to work effectively with Product, Commercial, and other cross-functional teams.
Responsibilities
- Design and maintain onboarding and training programs for new organizations and users, including documentation, interactive sessions, and virtual or in-person training.
- Lead customer education and enablement initiatives, helping users confidently adopt AI-driven workflows and integrate new systems into their processes.
- Develop and execute platform customization processes in partnership with Product teams, with a primary focus on document templates used to generate regulatory submission content.
- Establish stage-appropriate Customer Success processes and systems that improve consistency, efficiency, and effectiveness.
- Advocate for customers by ensuring they achieve maximum value from the platform and that relevant users across their organizations are successfully engaged.
- Build trusted relationships with customer stakeholders and guide them through change management, prioritization, adoption, and process transformation.
- Serve as a key connection between customers and internal Product and Commercial teams, translating user feedback and needs into actionable product insights.
- Support account renewals and expansion opportunities by identifying additional customer needs, demonstrating product value, and strengthening long-term relationships.
- Contribute to the continuous improvement of Customer Success practices, developing new approaches rather than relying solely on established playbooks.
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