Customer Success Manager

This is a fully remote position, open to applicants in California.

📋 Description

• Take ownership of enterprise accounts from onboarding through to renewal and expansion.

• Act as the main strategic contact throughout the entire customer lifecycle.

• Perform regular check-ins, monitor usage and outcomes, conduct Quarterly Business Reviews, and engage in proactive outreach.

• Ensure customer value realization and the early detection of issues.

• Assess customer needs, identify new or expanded use cases, and collaborate with Sales to enhance adoption.

• Assist with integrations, workflow design, technical launches, and user training in partnership with the Enablement team.

• Work closely with Product, Engineering, Sales, Marketing, Operations, and Finance/RevOps to address roadblocks.

• Support accurate billing and invoicing and coordinate expansions or pilot programs for existing accounts.

• Keep CRM/CS tool records updated, manage communications, resolve issues, track renewals, and check billing/invoice accuracy.

• Gather customer feedback, highlight product or workflow enhancement opportunities, and contribute to product roadmaps.

• Foster relationships with end-users and senior executives to influence adoption and enhance enterprise engagement.

⛳️ Requirements

• Over 5 years of experience in customer success, technical account management, or consulting roles within Health Tech or related sectors.

• Experience with Pharmaceutical Manufacturers is a significant advantage.

• Proven capability to manage complex, multi-stakeholder enterprise accounts and guide organizations through change, adoption, and growth.

• Strong technical fluency and workflow empathy to comprehend integrations, APIs/workflows, or clinical/operational contexts, translating product value to both technical and business stakeholders.

• A successful history of driving expansions, renewals, and increased utilization.

• Comfort in operating cross-functionally and acting as a customer advocate among Marketing, Sales, Product, Engineering, and Operations teams.

• Excellent communication skills: clear, empathetic, and executive-ready, with the ability to simplify technical complexities into business value.

• Proactive and results-driven mindset: strong problem-solving abilities with an aptitude for anticipating risks and opportunities.

• Familiarity with CRM/CS tools and account hygiene, including data tracking, billing/invoice accuracy, renewal management, and usage metrics.

• Capability to manage multiple accounts at once and prioritize tasks while maintaining attention to detail.

• This position is open to remote candidates outside of SFC.

• Required experience working with Pharmaceutical Manufacturers as clients or within a book of business.

🏝️ Benefits

• Hybrid work model (SF office on Mon/Tues/Thurs) with catered lunches (for Bay Area positions only).

• Competitive salary, equity, and 401(k) plan.

• Wellness stipend and comprehensive benefits (medical, dental, vision).

• Generous paid time off and parental leave.

• Bi-annual offsite events.

• A collaborative, mission-driven culture.