Customer Success Manager – Managed Business Services

🕒 vor 2 Monaten

🇺🇸 Vereinigte Staaten – Remote

💵 $78.700 - $150.000 / Jahr

⏰ Vollzeit

🟡 Mittelstufe

🟠 Senior

🏆 Customer Success

🦅 H1B-Visum-Sponsor

Dieses Unternehmen hat in der Vergangenheit H1B-Visa gesponsert.

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Model N

WebsiteLinkedInAlle Stellen

501 - 1000 Mitarbeiter

Gegründet 2000

☁️ SaaS

📋 Compliance

💊 Pharmazie

SaaS • Compliance • Pharmaceuticals

Model N ist ein führender Anbieter von Lösungen zur Umsatzoptimierung und Compliance für die Pharmaindustrie, Medizintechnik, High-Tech, Fertigungs- und Halbleiterbranchen in mehr als 120 Ländern. Das Unternehmen bietet digitale Neugestaltung durch branchenspezifische Lösungen und ermöglicht es Kunden, ihren Umsatz zu maximieren, indem sie Vertriebs-, Marketing-, Vertriebsweg-, Finanz- und Rechtsprozesse transformieren. Zu den Produkten von Model N gehören Plattformen zur Verwaltung von Anbieter- und Zahlerprozessen, globalem Pricing und Kanal-Daten sowie Intelligence-Cloud-Services zur Sicherstellung von Compliance und operativer Exzellenz. Ihre Dienstleistungen befähigen Unternehmen, Abläufe zu straffen, strategisch zu skalieren und Risiken zu minimieren, um Wachstum und Innovation voranzutreiben. Zu den größten Kunden gehören Pfizer, AstraZeneca, Sanofi, Abbott, AMD und andere, die die Technologie von Model N nutzen, um Umsatzprozesse zu optimieren und zu automatisieren, während sie globalen regulatorischen Standards entsprechen.

Beschreibung

• 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)

🎯 Anforderungen

• 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

🏖️ Vorteile

• 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.