Sr. Manager, Customer Success

For our client, we are seeking a Sr. Manager, Customer Success to join the team of a leader in the Pharmaceuticals & Biotech space.

This role will lead a regional Customer Success organization with a focus on retention, adoption, satisfaction, and customer value realization. The leader will partner closely with Sales, Services, Support, Product, and executive stakeholders to execute account strategies and strengthen customer relationships. This position will also help drive the use of AI-enabled tools, analytics, and automation to improve operational efficiency and customer outcomes.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $131,600 – $171,100 annually

Responsibilities

• Lead a regional Customer Success organization focused on retention, adoption, and satisfaction
• Partner with Sales Directors to develop and execute account strategies
• Ensure execution of customer lifecycle motions including onboarding and value realization
• Own regional retention and renewal performance
• Identify and mitigate customer risks proactively
• Drive adoption of AI-enabled Customer Success tools and platforms
• Build relationships with customer executives and support business reviews

Qualifications

• Deep understanding of Customer Success methodologies and subscription business models
• Strong business acumen with experience managing retention and customer outcomes
• Experience partnering with Sales, Services, Support, Product, and executive leadership
• Strong executive presence and communication skills
• Experience leveraging AI, analytics, customer intelligence platforms, and automation technologies
• Proven ability to lead geographically dispersed teams

Benefits

• Opportunity for career progression and development
• Access to AI-driven tools to enhance operational efficiency
• Involvement in strategic customer engagement efforts
• Emphasis on employee development and succession planning
• Supportive company culture for high-performing talent retention

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.