Customer Success Manager

Summary

Join Model N as a Customer Success Manager and serve as a trusted advisor to our Life Sciences customers, ensuring they fully utilize our solutions. You will own customer relationships post-sale, driving adoption, satisfaction, and revenue growth. This role demands proficiency in managing strategic accounts, delivering business reviews, and collaborating cross-functionally. You will monitor key metrics, mitigate risks, and identify upsell opportunities. The position requires a minimum of 4 years of experience in Customer Success and a strong understanding of the Life Sciences industry. A Bachelor’s degree is required, and up to 25% travel may be involved.

Requirements

• Minimum 4+ years of experience in Customer Success
• Experience with Enterprise Software, Cloud/SaaS environments
• Proven track record of managing customer relationships, driving adoption, and achieving retention targets
• Excellent communication, problem-solving, and stakeholder management skills
• Experience with Customer Success and Sales platforms (e.g., Gainsight, Salesforce, Totango) and CRM tools
• Bachelor’s degree required
• May require up to 25% travel to onsite customer visits

Responsibilities

• Serve as the primary point of contact for a portfolio of strategic accounts in the Life Sciences sector
• Drive product adoption, usage, and customer engagement through onboarding, training, and ongoing customer lifecycle touch points
• Support customers with post implementation onboarding support and informal training/best practice sharing
• Ability to develop and deliver strategic business reviews to multiple levels within the customer organization
• Understand customer outcomes, goals, key metrics, common challenges, and business processes to ensure alignment to Model N’s offerings
• Monitor data driven health indicators, usage patterns, and customer sentiment; proactively mitigate risk and address concerns
• Collaborate with Sales, Product, Support, and Services to deliver an integrated customer experience
• Help customers realize value, capture and provide RoI, and partner with sales ahead throughout the customer lifecycle
• Own standard renewal events with ability to negotiate and leverage data to drive revenue retention
• Identify opportunities for upsell and expansion of existing customers
• Capture and represent customer feedback internally and provide actionable recommendations to improve product and service delivery
• Maintain accurate customer records and activity tracking in technology platforms such as CRM (e.g., Salesforce, Gainsight)

Preferred Qualifications

Strong understanding of the Life Sciences industry (Pharma, Biotech, or Medtech) and its regulatory/compliance challenges preferred

Benefits

Medical, dental, vision, health savings, flexible savings, commuter benefits, matching 401K, PTO, VTO, life insurance, pet insurance, employee assistance programs, mental health programs, charitable giving, coaching, career growth