Customer Success Manager – Managed Business Services

🕒 March 23

🇺🇸 United States – Remote

💵 $78.7k - $150k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Model N

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2000

☁️ SaaS

📋 Compliance

💊 Pharmaceuticals

SaaS • Compliance • Pharmaceuticals

Model N is a leading provider of revenue optimization and compliance solutions for the pharmaceutical, medical device, high-tech, manufacturing, and semiconductor industries across more than 120 countries. The company offers digital reinvention through industry-specific solutions, enabling customers to maximize their revenue by transforming sales, marketing, channel, finance, and legal processes. Model N's products include platforms for managing provider and payer processes, global pricing, and channel data, as well as intelligence cloud services to ensure compliance and operational excellence. Their services empower companies to streamline operations, scale strategically, and mitigate risks to fuel growth and innovation. Major clients include Pfizer, AstraZeneca, Sanofi, Abbott, AMD, and others, who use Model N’s technology to optimize and automate revenue processes while remaining compliant with global regulatory standards.

📋 Description

• Serve as the primary point of contact for assigned managed services customers, owning the overall relationship and success plan • Develop and maintain customer success plans aligned to contracted services, business objectives, and desired outcomes • Lead regular customer touchpoints (QBRs, monthly check-ins, service reviews) focused on value realization and performance • Act as a trusted advisor, helping customers optimize usage and outcomes from managed services • Partner closely with managed services delivery, operations, and support teams to ensure consistent, high-quality execution of managed services • Monitor service performance against SLAs, KPIs, and contractual commitments • Proactively identify risks to delivery, adoption, or satisfaction and drive mitigation plans • Coordinate escalations and ensure timely resolution of issues impacting customer experience • Drive adoption of managed services offerings and best practices to maximize customer outcomes • Identify expansion and upsell opportunities in partnership with Sales and Account Management (CS qualified leads) • Support renewal processes by demonstrating realized value and service performance • Advocate for customer needs internally to influence service enhancements and roadmap priorities • Track and report on customer health, service metrics, and success outcomes • Leverage customer feedback, usage data, and performance trends to drive continuous improvement • Contribute to the development of scalable processes, playbooks, and best practices for managed services CS • Maintain accurate customer records and activity tracking in CRM (e.g., Salesforce, Gainsight)

🎯 Requirements

• 5+ years of experience in Customer Success or Account Management - preferably in a managed services or SaaS environment • Strong understanding of SLAs, service metrics, and operational delivery models • Proven ability to manage multiple customers and priorities in a fast-paced environment • Excellent communication and stakeholder management skills, including executive-level engagement • Experience driving customer retention and satisfaction through proactive engagement • Experience with Gainsight platform and CRM tools (preferably Salesforce) • Demonstrated experience using generative AI tools (e.g., ChatGPT, Copilot, Claude, Gemini) to improve productivity, decision‑making, or problem solving in a professional or personal context. • Bachelor’s degree required

🏖️ Benefits

• Unlimited PTO for salaried employees – because flexibility fuels success • Comprehensive medical, dental, and vision coverage • Health Savings & Flexible Spending Accounts • 401(k) with company match to invest in your future • Volunteer Time Off (VTO) to give back to causes you care about • Life and pet insurance for peace of mind • Employee Assistance & Mental Health Programs • Charitable giving opportunities • Professional coaching and career development • …and much more.