Customer Success Programs Lead
Own customer health scoring, lifecycle automation, and scaled programs that drive adoption, retention, and expansion. Build AI-powered CS systems from the ground up at a high-growth SaaS company.
Customer Success Manager, Life Sciences
Manages portfolio of Life Sciences customer accounts, drives adoption and ROI using Tulip platform, ensures renewals and expansions. Requires 5+ years client-facing experience in industry, GxP knowledge, and cross-team coordination.
Somerville, MACustomer SuccessHybrid5+ YOE
About the role
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
Skills
GxpChange ManagementAccount ManagementStakeholder PresentationsCross-Functional CoordinationRoi TrackingContract RenewalsDigital TransformationCustomer AdoptionLife Sciences Manufacturing
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