Customer Success Manager, Life Sciences

Key Responsibilities

• Manage a portfolio of customer accounts by monitoring their adoption, utilization and overall health of their deployment
• Serve as internal customer champion
• Guide customers to use Tulip as a tool to improve their operations through digitization, including recommending new use cases, tracking and communicating ROI
• Act as a trusted partner to customers to ensure and manage contract renewals and support commercial expansion
• Coordinate across internal teams, from Customer Support, Professional Services, Product Management, and Sales
• Build and improve internal processes and content, as mechanisms to scale up and mature the Customer Success function

Requirements

• BA/BS (MBA/Masters preferred)
• 5+ years of experience in Account Management, Customer Success, Product Management, Management Consulting or other client-facing roles in the Life Sciences industry
• Experience with change management in a GxP manufacturing and operations
• Experience creating and leading stakeholder & executive presentations, working with enterprise corporations and multicultural business environments
• Experience coordinating and leading actions among cross-functional teams (e.g. Sales, Product, Engineering, Marketing, Professional Services)
• Bias for action and client impact
• Passion for continuous improvement and digital transformation
• Comfortable in a fast-paced, technology-driven business environment
• Ability to travel (estimated up to 15%)
• Worked for or supported a Life Sciences company and understand their regulatory requirements
• Experience in life science development, operations and/or manufacturing environments