Customer Success Manager

Responsibilities

• Own the full customer lifecycle for an enterprise book of business, from onboarding and go-live through renewal and expansion.
• Carry gross and net retention targets across assigned accounts.
• Build and execute account plans to protect the customer base and grow expansion revenue.
• Forecast renewal risk and expansion opportunities using defensible metrics.
• Define and track adoption metrics such as seat activation, workflow depth, and time-to-value.
• Build and maintain actionable customer health scores.
• Identify at-risk accounts early and execute save plays.
• Serve as the primary contact for enterprise clients navigating complex scientific and regulatory workflows.
• Translate technical and product context for scientific and executive stakeholders.
• Work with Product, Engineering, and Sales to route customer feedback into the roadmap and expansion motions.
• Report on churn, expansion, adoption, and NPS/CSAT with analytical rigor.

Requirements

• 5+ years of experience in a metrics-owning Customer Success role, ideally at an enterprise software company.
• Demonstrated performance against retention or expansion quotas.
• Full-lifecycle experience running onboarding and owning renewal outcomes.
• Experience defining and using health-score or leading-indicator models to predict churn or expansion.
• Quantitative rigor and experience forecasting renewal risk and defending business metrics.
• Fluency with Excel or Google Sheets.
• Excellent written and verbal communication skills.
• Ability to explain complex regulatory and scientific workflows to scientists and executives.
• Strong organization and attention to detail.
• Ability to build repeatable onboarding, QBR, and save-play processes.

Nice to Have

• Experience in pharma, biotech, or medical devices.
• Startup experience and comfort operating in ambiguity and building structure in fast-paced environments.