Senior Customer Success Manager

This is a fully remote position, open to applicants in California, +2 more states.

📋 Description

• Take charge of the customer journey throughout onboarding, adoption, renewal, and expansion, connecting each phase to a documented business outcome.

• Utilize value-selling strategies to establish and sustain account-level business cases that quantify ROI from product utilization, analytics, and services.

• Lead the onboarding process by aligning stakeholders on priority use cases and establishing measurable adoption goals.

• Conduct Quarterly Business Reviews (QBRs) and executive assessments that emphasize documented value, strategic roadmaps, achieved outcomes, and realized ROI.

• Proactively identify and address renewal risks to safeguard Net Dollar Retention (NDR).

• Manage renewal narratives and collaborate with Account Management to influence renewal decisions and negotiate expansions.

• Maintain account value roadmaps and stakeholder maps to pinpoint ROI-driven expansion opportunities.

• Collaborate with Product, Sales, Marketing, Advanced Analytics, and subject matter experts to address customer requirements.

• Oversee the comprehensive customer experience and NDR for a portfolio of enterprise life sciences clients.

• Act as the primary post-sale contact for enterprise customers.

⛳️ Requirements

• 5-7+ years of extensive experience as a Customer Success Manager, preferably in a DaaS, pharmaceuticals, or consulting setting.

• Proven strategic ownership of a $5M+ enterprise portfolio, with responsibility for renewal and net dollar retention (NDR) objectives across the entire portfolio.

• Demonstrated success in utilizing value-selling and ROI documentation to maintain and grow an enterprise portfolio at a 95%+ NDR rate.

• Ability to function as a credible, strategic partner to customer C-suite executives.

• Strong grasp of life sciences workflows (Commercial, Medical, Market Access, Marketing, R&D, HEOR) and the capability to link data adoption to measurable business results.

• Individual contributor role with accountability for quota/NDR; indicates no people-management responsibilities.

🏝️ Benefits

• Depending on the role, eligibility to participate in a company bonus or commission program.

• Medical insurance coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• Unlimited paid time off.

• 401(k) plan with employer contributions.

• Access to industry-leading products.

• A flexible and dynamic workplace culture.

• Participation in the Definitive Cares community service initiative.

• Competitive benefits package that includes excellent healthcare options and a 401(k) matching program.