Senior Customer Success Manager, Life Sciences

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

📋 Description

• Establish and nurture trusted relationships with stakeholders across Medical Affairs and Commercial sectors at leading life science organizations.

• Craft and implement customized success plans that align with customer business goals and the capabilities of DocMatter.

• Enhance usage, satisfaction, and measurable value through onboarding, enablement, strategic alignment, and continuous engagement.

• Recognize opportunities for account expansion and manage upsell initiatives; collaborate with Sales on cross-sell strategies and growth plans.

• Work in partnership with teams from Product, Clinical Engagement, Sales, and Medical Affairs.

• Proactively identify and mitigate risks that could affect account retention and client satisfaction.

• Map out key stakeholders and create tailored engagement strategies.

• Gain deep insights into clients' strategic, clinical, organizational, and commercial healthcare priorities.

• Identify opportunities for expansion, articulate success criteria, and develop actionable plans to realize them.

• Take ownership of account strategy and retention and expansion outcomes for a select group of strategic life sciences clients.

• Directly impact revenue growth across key life sciences accounts.

• Function as an individual contributor focused on account-based objectives, rather than managing a team.

⛳️ Requirements

• Over 5 years of experience in Customer Success, Account Management, or Strategic Partnerships within the pharmaceutical, biotech, medical device, digital health, or healthcare SaaS sectors.

• Comprehensive understanding of life sciences workflows and operational models within Medical Affairs, Commercial, Clinical Operations, or similar areas.

• Demonstrated capability to manage strategic enterprise accounts, navigate complex stakeholder networks, and influence senior customer executives.

• Proficient in the enterprise SaaS customer lifecycle, covering implementation, onboarding, adoption, value realization, renewal, and expansion.

• Proven track record of meeting or surpassing delivery, renewal, expansion, upsell, or account-growth targets in a customer success setting.

• Evidence of successfully leading cross-functional projects, driving change, and converting ambiguity into quantifiable customer results.

• Strong executive presence and communication skills, capable of effectively engaging with C-suite executives and senior stakeholders.

• Experience in developing or refining customer success playbooks, account strategies, team processes, or scalable operational frameworks — rather than merely executing them.

• Successful in dynamic, small teams where initiative, collaboration, intensity, and ownership are essential.

• Comfortable with clinical subjects and knowledgeable about physician-to-physician dialogue.

• Nice-to-have: background in management consulting, strategy consulting, business operations, or life sciences transformation.

• Nice-to-have: experience in enhancing customer-facing processes, playbooks, operating rhythms, or scalable customer success motions in a high-growth environment.

• Nice-to-have: familiarity with navigating regulatory, compliance, privacy, or data governance issues in healthcare or life sciences.

• Nice-to-have: involvement in pricing, packaging, account expansion, or go-to-market strategies.

• Nice-to-have: experience leading strategic sessions with senior Medical Affairs or Commercial stakeholders.

🏝️ Benefits

• Series A equity.

• Medical, dental, vision, and life insurance.

• 401(k) retirement plan.

• PTO and company holidays.

• Wellness stipend.

• Eligibility for a variable bonus and/or commission.

• Key role in promoting the company’s mission.

• Chance to collaborate with a global network of healthcare professionals.