AI Customer Engagement Manager

Atrix AI • New York City, NY

1d • Onsite

About The Position

Atrix is building purpose-built AI for life sciences, designed for the accuracy and rigor biopharma requires. 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. 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

• 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.
• 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.
• 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.
• 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

• 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