Senior Customer Success Manager, Life Sciences

🔥 2 minutes ago

⛰️ Colorado – Remote

⛰️ Colorado – Remote

💵 $120k - $190k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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DocMatter

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

💼 Consulting

🍽️ Food & Beverage

💰 Series A on 2021-06

Healthcare • Consulting • Food & Beverage

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.

📋 Description

• Build and maintain trusted relationships with stakeholders across Medical Affairs and Commercial functions at top-tier life science companies • Develop and execute tailored success plans aligned with customer business objectives and DocMatter capabilities • Drive usage, satisfaction, and measurable value through onboarding, enablement, strategic alignment, and ongoing engagement • Identify account expansion opportunities and manage upsell efforts; partner with Sales on cross-sell motions and growth roadmaps • Collaborate with Product, Clinical Engagement, Sales, and Medical Affairs teams • Proactively identify and manage risks to account retention and client satisfaction • Map key stakeholders and build custom engagement plans • Develop deep familiarity with clients’ strategic, clinical, organizational, and commercial healthcare priorities • Identify expansion opportunities, define success requirements, and create practical paths to advance them • Own account strategy and retention and expansion outcomes for a small number of strategic life sciences clients • Directly influence revenue growth across strategic life sciences customers • Work as an individual contributor with account-based milestones, not as a people manager

🎯 Requirements

• 5+ years in Customer Success, Account Management, or Strategic Partnerships within pharmaceutical, biotech, medical device, digital health, or healthcare SaaS markets • Deep understanding of life sciences workflows and operating models across Medical Affairs, Commercial, Clinical Operations, or related functions • Proven ability to own strategic enterprise accounts, map complex stakeholder ecosystems, and influence senior customer leaders • Fluent in the enterprise SaaS customer lifecycle, including implementation, onboarding, adoption, value realization, renewal, and expansion • Track record of hitting or exceeding delivery, renewal, expansion, upsell, or account-growth goals in a customer success organization • Demonstrated success leading cross-functional initiatives, driving change, and turning ambiguity into measurable customer outcomes • Strong executive presence and communication skills, with the ability to engage C-suite executives and senior stakeholders credibly • Experience building or shaping customer success playbooks, account plans, team processes, or scalable operating rhythms — not just executing them • Successful in small, fast-paced teams where initiative, collaboration, intensity, and ownership are non-negotiable • Level of comfort with clinical subject matters and an understanding of physician to physician dialouge • Nice-to-have: experience in management consulting, strategy consulting, business operations, or life sciences transformation • Nice-to-have: experience building or improving customer-facing processes, playbooks, operating rhythms, or scalable CS motions in a high-growth company • Nice-to-have: experience navigating regulatory, compliance, privacy, or data governance considerations in healthcare or life sciences • Nice-to-have: experience contributing to pricing, packaging, account expansion, or go-to-market strategy • Nice-to-have: experience leading strategic working sessions with senior Medical Affairs or Commercial stakeholders

🏖️ Benefits

• Series A equity • Medical, dental, vision, and life insurance • 401(k) retirement plan • PTO and company holidays • Wellness stipend • Variable bonus and/or commission may be eligible • Pivotal role in advancing the company’s mission • Opportunity to work with a global network of healthcare professionals