Customer Success Manager (Remote)

COMPANY SUMMARY
Sorcero's medical AI platform transforms life sciences decision-making, accelerating patient access to life-saving treatments. By harnessing insights from global medical data, we empower industry leaders to deliver breakthrough therapies. Founded in 2018 by pioneers in AI, public health, and personalized content, Sorcero is a Certified B Corp headquartered in Washington, DC. Our innovation has been recognized by over a dozen awards, including Fast Company's Most Innovative companies of 2024, and six foundational medical AI patents. For more information, visit www.sorcero.com.

WHY JOIN SORCERO?
Sorcero transforms decision-making in life sciences by empowering stakeholders with insights to improve patient outcomes. By joining our team, you will play a critical role in our growth and success by collaborating with our network of passionate entrepreneurs to build a scalable, impactful organization. Sorcero provides a supportive community to bring out the best in each of us through flexible working arrangements and meaningful interactions with global teammates.

Our employees are driven by these common values:

• Pursuit of excellence and mastery of their craft
• Humility in defeat and in success
• Kindness and empathy towards others
• Desire to create large-scale, positive change

Our cutting-edge solutions empower the world's leading scientists, researchers, and subject matter experts to drive groundbreaking advancements. If you're passionate about innovation and eager to tackle complex challenges, we invite you to join our team. Together, we'll shape the future of life sciences.

CUSTOMER SUCCESS MANAGER

The Customer Success Manager will play a crucial role in building “trusted advisor” relationships with customers as a way of driving the successful adoption and ongoing satisfaction of AI solutions in life sciences companies. This dynamic position requires a blend of technical expertise, strategic thinking, business acumen and superior customer relationship management skills. 

The successful candidate will lead implementation processes, ensuring seamless transitions from sales to delivery, while developing strategies for long-term customer satisfaction, retention and expansion. Responsibilities will range from managing complex technical challenges to identifying new growth opportunities, collaborating with sales teams, and serving as a product evangelist. 

This role is instrumental in shaping a customer-centric approach, translating customer needs into actionable insights for product and technology teams, and ultimately driving the continuous improvement and expansion of the Sorcero AI platforms in the life sciences sector. The ideal candidate will be adept at balancing technical know-how with business acumen, effectively bridging the gap between customer needs and technological solutions. 

RESPONSIBILITIES

Implementation and Customer Success Leadership:

• Support the sales team in customer implementations by translating customer needs and communicating it to the Product and Technology teams and ensuring implementation is being done according to agreed upon milestones
• Develop, communicate and manage implementation project timelines, resource allocation, and deliverables for new and existing implementations
• Ensure smooth transition from sales to implementation and ongoing support
• Provide regular insights to senior management on implementation trends, Customer success metrics, and growth opportunities
• Develop and execute strategies for long-term Customer satisfaction and retention
• Address complex technical challenges and drive continuous improvement in Customer operations
• Develop and implement best practices for Customer onboarding, support, and relationship management
• Gather and act on Customer feedback to enhance platform features and services

Business Solutions:

• Serve as the voice of the customer in identifying and developing new opportunities to expand our AI solutions in life sciences companies
• Collaborate with sales to design and present solutions based on the Sorcero platform for prospective Customers
• Serve as Product Evangelist and SME on calls with prospects in Customer meetings, articulating our value proposition

Key Performance Indicators 

Metric

Weight

Net Revenue Retention (NRR) 

20%

Statement of Work /Success Metrics 

20%

Customer Feedback - Focused on the customer’s perception of the CEM’s support. 

35%

Contributions Operational & Professional Growth

25%

REQUIRED QUALIFICATIONS

• Bachelor's degree in Business, Marketing or Communications 
• 3+ years of experience in a client-facing role (Customer Success, Account Management) in B2B or SaaS environments 
• Proven track record in project management and complex technical solution implementation
• Excellent communication and presentation skills
• Ability to manage multiple projects simultaneously
• Strong problem-solving and analytical skills
• Proficiency in CRM software
• Proven track record in building and maintaining customer relationships
• Experience in developing and implementing customer success strategies
• Ability to work in a fast-paced, dynamic environment
• Adaptability to changing technologies and industry trends

PREFERRED SKILLS

• Experience in a startup/ high growth environment 
• Project Management certification preferred
• AI or Machine Learning certifications a plus
• Fluency in English (additional languages beneficial)
• Comprehensive understanding of life sciences industry, including regulatory and compliance requirements
• Broad understanding of AI technologies and their applications in life sciences, specifically in the medical affairs domain.
• Proficiency in data science concepts and practical application
• Knowledge of medical and scientific communication processes in pharma/biotech

COMPENSATION AND BENEFITS
Sorcero is a remote and globally distributed team. We offer rewarding compensation that will include a base salary in the range of $110,000-$125,000 depending on experience and location. 

We also provide the following benefits for US employees:

• Three weeks PTO + 1 week of December holiday recess
• One week Safe & Sick leave
• 10 company holidays + 2 floating holidays
• Medical, dental and vision benefits for you and your family
• Paid parental bonding leave
• 401(k) retirement plan, company match up to 5%
• Company-provided laptop and hardware

Because ∑ (human + AI) > human or AI alone

Sorcero is an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, education, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. and celebrates the diversity of its growing team.

We are unable to sponsor or take over sponsorship of employment visas at the present time.