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DocMatter · 5 months ago

Senior Customer Success Manager - Life Sciences

United States

Full-time

Remote

Mid, Senior Level

$110K/yr - $180K/yr

5+ years exp

DocMatter is an ambitious, growth-stage company that is changing the face of collaboration for the medical community. As a senior member of the Customer Success Team, you will lead account strategy and provide ongoing support to customers in the life sciences space, ensuring strong partnerships and value realization.

Software

Responsibilities

Executive Relationship Management: Build and maintain strong, trusted relationships with senior stakeholders across Medical Affairs and Commercial functions at top-tier life science companies

Strategic Account Planning: Develop and execute tailored success plans that align customer business objectives with DocMatter capabilities

Value Realization: Drive usage, satisfaction, and measurable value creation through onboarding, enablement, strategic alignment, and ongoing engagement strategies

Upsell & Growth Strategy: Identify expansion opportunities within accounts, partner with Sales for upsell and cross-sell motions, and help develop long-term growth roadmaps

Cross-Functional Collaboration: Partner with Product, Clinical Engagement, Sales and Medical Affairs teams to ensure customer needs are met and exceeded

Lifecycle Management: Lead QBRs, executive check-ins and reporting

Risk Mitigation: Proactively identify and manage risks to contractaccount retention and client satisfaction

Qualification

Customer Success ManagementLife Sciences ExperienceStrategic Account PlanningEnterprise SaaS KnowledgeRelationship ManagementAgility in StrategyCommunication SkillsProblem-Solving SkillsCollaboration Skills

Required

5+ years of experience in Customer Success, Account Management, or Strategic Partnerships with experience working in the pharmaceutical or life sciences industries

Deep understanding of the internal operations and approaches to decision making of life sciences companies from both the Medical and Commercial perspectives

Experience mapping and managing relationships with front-line individual contributors, managers, and senior and executive-level stakeholders

Strong knowledge of the enterprise SaaS customer lifecycle—including onboarding, adoption, value realization, renewal, and expansion phases—and how to apply customer success methodologies across each

Track record of meeting client revenue targets

Strong strategic critical thinking and problem-solving skills

Excellent communication, presentation, and interpersonal skills

Highly agile thinker—comfortable adapting strategies quickly, operating in ambiguity, and iterating in response to real-time feedback

Strong track record of success in small, fast-paced teams where collaboration, initiative, and ownership are critical

Bachelor's degree required