What are the responsibilities and job description for the Senior Manager of Customer Success, Life Sciences position at Definitive Healthcare, US?
Your challenge:
As a Senior Manager of Customer Success, you will lead a team of major and strategic Customer Success Managers (CSMs) within our Life Sciences vertical, focusing on driving Gross Dollar Retention (GDR) and ensuring long-term customer success. You will play a pivotal role in developing and refining customer success strategies that drive revenue retention, customer satisfaction, and value delivery.
The ideal candidate has experience in Biopharma or Med Tech, a proven track record of building and leading high-performing teams, and exceptional communication skills with the ability to engage stakeholders at all levels, including the C-suite.
Key Responsibilities:
- Lead, mentor, coach and develop a team of CSMs, fostering a culture of curiosity, continuous improvement, and customer-centricity.
- Partner closely with an aligned AE Leader to drive account planning, risk identification, and growth opportunities within the book of business.
- Monitor key performance indicators (KPIs) to ensure customer satisfaction and optimize retention efforts.
- Analyze and report on account health, trends, and customer progress toward value realization and outcomes.
- Oversee data analysis and business case development to guide customer success initiatives.
- Implement and refine customer success best practices, both internally for the team and externally for clients.
- Stay informed on industry trends and customer success innovations to identify training needs and process improvements.
- Provide strategic updates to senior leadership on progress, challenges, and opportunities.
- Manage day-to-day people leadership, including performance management and employee development in collaboration with HR partners.
What you will need:
- Bachelor’s degree (or equivalent experience) in a related field.
- 3 years of experience in Biopharma or Med Tech, with a strong understanding of the data and analytics required to bring new drugs, therapies, or medical devices to market.
- 3-5 years of management experience, leading and developing customer success or account management teams.
- 5-7 years of experience in Customer Success or Account Management roles.
- CX certification and/or experience working in ChurnZero or other CS platforms is preferred.
- A strategic mindset with the ability to drive customer value and business outcomes.
- Energy, empathy, and enthusiasm, with a passion for delivering exceptional customer experiences.
