Customer Success Manager

Seniority Level: Senior
Industry: Information Technology & Services, Computer Software, Start-up, Biotechnology, Biopharma, Pharmaceuticals
Employment Type: Full-time
Job functions: Customer Success, Account Management
Location: Remote
Summary:
We are looking for a Customer Success Manager with a PhD and experience working in life science companies (i.e., pharma, biotech, CROs, etc.) to drive growth in Science Exchange usage at our key accounts.
About you:
As a Customer Success Manager at Science Exchange, you will play a critical role in ensuring our customers achieve their goals using our platform. You’ll proactively monitor account activity, identify opportunities for growth, and implement strategies to enhance user engagement and retention. By collaborating closely with R&D teams, scientific users, and internal stakeholders, you will become a trusted advisor and advocate for end-users, helping them maximize the value of the platform. Your efforts will directly contribute to growing gross marketplace volume (GMV) of the platform, driving high account retention, and enabling our customers to advance scientific discovery.
About the role: 

• Account Management: Serve as the primary point of contact for day-to-day inquiries from end users, becoming a trusted partner and advocate for their success.
• Growth & Retention:
  • Monitor and measure account usage trends to identify opportunities and risks.
  • Develop actionable insights and strategies to increase gross marketplace volume (GMV) among existing users and accounts.
  • Identify growth opportunities and collaborate with Account Directors to pursue them.
• End-User Engagement:
  • Build strong relationships with R&D users and scientific teams to understand their needs and become their go-to resource.
  • Drive end-user demos and ad hoc training sessions to maximize platform adoption and efficiency.
• Training & Enablement: Collaborate with the Customer Enablement team for large-scale launch events or comprehensive group trainings, supporting end-user onboarding and education.
• Concierge Requests: Manage scientific sourcing requests from end users to provide high-touch service for specialized needs.
• Feedback & Advocacy: Gather and escalate user feedback, testimonials, and references to internal teams to drive product improvements and promote customer stories.
• Issue Escalation: Forward technical support and inquiry resolution needs to the appropriate teams, ensuring a seamless user experience by staying informed throughout the process.

Qualifications & requirements:

• Experience / Education:
  • 3+ years working in the life sciences, biotech, and/or pharma industry.
  • PhD in a life science discipline (i.e., biology, chemistry, etc.).
  • Preferred - experience in a customer success, account management, or similar customer-facing role.
• Skills & Attributes:
  • Exceptional relationship-building and communication skills.
  • Analytical mindset with the ability to interpret data and derive actionable insights.
  • Strong problem-solving skills and a proactive approach to addressing customer needs.
  • Proven ability to drive user engagement, satisfaction, and growth.
  • Familiarity with CRM (i.e. Salesforce) and customer success tools is preferred.
• Passion: A genuine interest in supporting scientific innovation and the ability to thrive in a dynamic, fast-paced environment.

The US-based salary range for this full-time position is $100,000-$130,000. Our salary ranges are determined by the role and seniority level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay can be determined by additional factors including, but not limited to, job-related skills, experience, and relevant education and/or training. 
Please note that the compensation details listed in US-based postings reflect the base salary only. Incentive compensation and health, dental and vision benefits are also offered for all US-based roles.
Ready to join us? 
Science Exchange is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.
About Science Exchange:
Science Exchange is the first procurement and supplier orchestration cloud software platform for life sciences companies. The platform digitizes and streamlines complex procurement workflows spanning the entire purchasing lifecycle, from vendor and product discovery through purchasing and payment. Many of the world’s top pharma and biotech organizations rely on Science Exchange to help accelerate their research, automate manual processes, and advance their programs faster. For additional information on Science Exchange, please visit www.scienceexchange.com.