AI Customer Engagement Manager

Atrix AI • New York, NY

2d • Onsite

About The Position

The most advanced drug development organizations in the world are still making critical decisions from incomplete data. It's not because the data doesn't exist, but because no one has built the infrastructure to connect it. The result is delayed decisions, slower launches, and treatments that reach patients years later than they should. That's what Atrix is fixing.
Medical affairs teams at pharma companies are drowning in unstructured data—field notes from medical science liaisons, conference takeaways, real-world insights from post-market studies, scattered across dozens of sources. By the time these insights reach clinicians, they're stale.
Atrix helps medical affairs teams extract insights from messy, unstructured sources and turn them into action—so emerging findings get to clinicians faster and drugs are delivered more effectively. We're working with top-20 pharma companies and winning head-to-head against larger competitors because we actually listen to customers and build what they need.

We are hiring our Customer Engagement Manager to own and scale the post-sale customer experience—and to build the engagement playbook that will define how Atrix partners with the world’s largest pharmaceutical enterprises.
Today, customer relationships are managed directly by the founding team. That model delivered deep trust and high-accuracy outcomes—but it won’t scale to the next phase of growth. We need someone who can carry that same standard of quality into a structured, repeatable motion across a growing roster of top-10 pharma accounts.
As the Founding CEM, you will own the full post-sale lifecycle: onboarding, QBRs, renewals, and expansion. You’ll translate complex customer environments into structured AI workflows, ensure Atrix’s platform is embedded into mission-critical processes, and serve as the voice of the customer internally to product and engineering.
This role is central to Atrix’s mission: accelerating the safe, evidence-based adoption of breakthrough medicines and technologies. The insights you help deliver aren’t dashboards that collect dust—they change how field teams operate and how patients access life-saving treatments.

Requirements

• 4–7+ years of experience in customer success, account management, or implementation roles within enterprise B2B SaaS.
• Proven success owning post-sale relationships with $200K–$1M+ ACV accounts and multi-stakeholder engagement.
• Experience with technical product delivery in complex or regulated industries (pharma, life sciences, healthcare, or fintech preferred).
• Early-stage startup experience (Seed–Series B); ability to thrive in 0→1 environments where you’re building the playbook, not inheriting one.
• Consulting-grade rigor in QA, project management, and executive communication.
• Skilled in CRM management, customer health tracking tools, and cross-functional collaboration.
• Exceptional follow-up discipline—the inability to manage multiple workstreams in parallel is a non-starter.
• Demonstrated ability to translate complex technical capabilities into business outcomes for non-technical audiences.
• Strong executive presence, relationship-building skills, and the ability to be credible in a room with VP-level pharma stakeholders.
• High agency, intellectual curiosity, and a “figure it out” mentality.

Responsibilities

• Customer Ownership & Retention
• Own the full post-sale lifecycle for enterprise pharma accounts—from onboarding through renewal and expansion.
• Build trusted, executive-level relationships across medical affairs, market access, and commercial functions.
• Run structured QBRs and strategic business reviews demonstrating measurable ROI.
• Proactively identify and mitigate churn risk before it materializes.
• AI Workflow Implementation & Quality
• Own end-to-end delivery of AI-native workflows and reports for top-10 pharma customers.
• Partner with the ops and AI team to iterate on prompts, guardrails, templates, and verification steps.
• Apply consulting-grade rigor to QA: hunt edge cases, quantify customer risk, and escalate with precision.
• CS Function Building
• Design and ship reusable onboarding materials, success criteria templates, escalation playbooks, and QBR frameworks.
• Build and own a customer health dashboard: report accuracy, delivery velocity, CSAT, and churn indicators.
• Package every process so future CS hires can hit the ground running.
• Cross-Functional Impact
• Represent the voice of the customer in weekly product syncs—translate friction into prioritized engineering input.
• Partner with sales on renewal and expansion pipeline.
• Support marketing with customer case studies, outcome data, and testimonials.
• Collaborate with engineering on SOC 2 customer evidence and security questionnaires.

Benefits

• In-person culture — A collaborative, focused team working together out of our Manhattan office.
• Health coverage — Medical, dental, and vision insurance.
• Ownership — Meaningful equity with the opportunity to help shape Atrix from the ground up.
• Impactful work — A role where your contributions directly support the adoption of new medicines and technologies.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed