Customer Success Manager – Life Sciences, Bilingual (Spanish, English)

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

📋 Description

• Act as the main point of contact for all client interactions, ensuring clarity on objectives and expectations.

• Collaborate with key stakeholders to promote the adoption, engagement, and strategic integration of our platform within their organization.

• Conduct regular business reviews to monitor KPIs, uncover growth opportunities, and address potential risks.

• Organize and implement user training sessions, fostering adoption by equipping clients with tailored best practices that meet their unique use cases and requirements.

• Employ a “teach-to-fish” methodology, empowering users with self-service capabilities while offering hands-on support as necessary.

• Manage multiple complex projects across different business units within a client’s organization.

• Monitor program performance metrics and analyze reports to identify trends, gaps, and opportunities.

• Create and present executive-level summaries detailing impact, progress, and ROI.

• Actively track customer sentiment, recognizing early warning signs of potential risks.

• Strategically de-escalate critical situations, ensuring alignment with client objectives and expectations.

• Function as a trusted advisor, championing client needs internally while balancing business goals.

• Collaborate closely with engineering, product, and support teams to efficiently resolve client challenges.

• Provide structured feedback to guide the product roadmap and enhance the customer experience.

• Work with internal teams to ensure smooth transitions across various stages of the customer journey.

• Drive initiatives to increase MAUs, NPS, CSAT, and ARR.

⛳️ Requirements

• 3+ years of experience in Customer Success, Account Management, or Client Services within an Enterprise SaaS environment.

• Bilingual (Spanish & English Required).

• Experience in or with Life Sciences is a plus, especially in Medical Affairs or Clinical roles.

• Proficient in project management for high-priority accounts.

🏝️ Benefits

• Comprehensive health insurance options, alongside generous paid time off.

• Scheduled company-wide wellness holidays.

• Retirement plan options.

• Health and charitable donation stipends.

• Engaging Business Resource Groups.

• Flexible working hours and the opportunity to work from any location.