Senior Customer Success Manager, Life Sciences

Job not on LinkedIn

July 28

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

💵 $110k - $180k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

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DocMatter

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Healthcare Insurance • SaaS

DocMatter is a unique internet-enabled collaboration platform specifically designed for medical professionals. It facilitates lifelong peer learning among physicians by replicating the structure of in-person educational events online, allowing for global connectivity and the exchange of medical knowledge without geographic constraints. With a diverse and inclusive community of specialists worldwide, DocMatter aims to enhance patient outcomes by improving physicians' educational experiences through structured, collaborative, and accessible learning opportunities.

51 - 200 employees

⚕️ Healthcare Insurance

☁️ SaaS

💰 Series A on 2021-06

📋 Description

• DocMatter is an ambitious, growth-stage company that is changing the face of collaboration for the medical community and is hiring exceptional individuals that want to contribute to that mission. • As a senior member of our Customer Success Team you will be responsible for leading account strategy and providing ongoing support to our customers in the life sciences space. • We are building true partnerships with our customers. • To be successful in this role, you must have an exceptional ability to translate the DocMatter value proposition into actionable account plans and collaborate effectively with the teams implementing and supporting these account plans, while maintaining relationships with senior customer stakeholders. • Executive Relationship Management: Build and maintain strong, trusted relationships with senior stakeholders across Medical Affairs and Commercial functions at top-tier life science companies. • Strategic Account Planning: Develop and execute tailored success plans that align customer business objectives with DocMatter capabilities. • Value Realization: Drive usage, satisfaction, and measurable value creation through onboarding, enablement, strategic alignment, and ongoing engagement strategies. • Upsell & Growth Strategy: Identify expansion opportunities within accounts, partner with Sales for upsell and cross-sell motions, and help develop long-term growth roadmaps. • Cross-Functional Collaboration: Partner with Product, Clinical Engagement, Sales and Medical Affairs teams to ensure customer needs are met and exceeded. • Lifecycle Management: Lead QBRs, executive check-ins and reporting. • Risk Mitigation: Proactively identify and manage risks to contract account retention and client satisfaction.

🎯 Requirements

• 5+ years of experience in Customer Success, Account Management, or Strategic Partnerships with experience working in the pharmaceutical or life sciences industries. • Deep understanding of the internal operations and approaches to decision making of life sciences companies from both the Medical and Commercial perspectives. • Experience mapping and managing relationships with front-line individual contributors, managers, and senior and executive-level stakeholders. • Strong knowledge of the enterprise SaaS customer lifecycle—including onboarding, adoption, value realization, renewal, and expansion phases—and how to apply customer success methodologies across each. • Track record of meeting client revenue targets. • Strong strategic critical thinking and problem-solving skills. • Excellent communication, presentation, and interpersonal skills. • Highly agile thinker—comfortable adapting strategies quickly, operating in ambiguity, and iterating in response to real-time feedback. • Strong track record of success in small, fast-paced teams where collaboration, initiative, and ownership are critical. • Bachelor’s degree required.

🏖️ Benefits

• Series A equity • Medical, dental, vision, and life insurance • 401(k) retirement plan • PTO and company holidays • Fitness stipend