Client Success Manager, Pharma Partnerships

Massive Bio, Inc. • Boca Raton, FL

52d

About The Position

As the primary owner of sponsor and biopharma client relationships, you’ll play a key part in shaping customer experience and driving delivery. You’ll lead client meetings, translate asks into actionable plans, and work cross-functionally to ensure commitments are met on time and with quality. This is a highly visible, client-facing position that demands strong presence, responsiveness, and sound judgment. You’ll embody best-in-class Customer Success and Account Management—where executive presence, fluent English, real-time handling of challenging questions, and thorough follow-up set the standard.

Requirements

• Bachelor’s degree required; life sciences (Medicine, Nursing, Biology, Pharmacology, Engineering) preferred. Business or analytics backgrounds welcome with relevant healthcare knowledge.
• 3–7 years’ experience in Customer Success, Account Management, Clinical Operations, Sponsor Relations, or similar roles in health-tech, CRO, pharma/biotech, or healthcare services.
• Demonstrated ability in leading client meetings, crafting precise follow-ups, and driving multi-disciplinary collaboration.
• Executive presence and outstanding communication, including fluent English and real-time Q&A skills.
• High sense of ownership, responsiveness, organization, and attention to detail.
• Comfortable using CRM and productivity tools; strong reporting skills in Excel/Slides.
• No travel restrictions; able to travel occasionally for client engagements or industry events.

Nice To Haves

• Familiarity with the oncology trial process and privacy regulations like HIPAA/GDPR is a plus.

Responsibilities

• Manage a portfolio of sponsor and client accounts, leading recurring calls, business reviews, and ad-hoc engagements. Keep agendas, notes, and action items clear and up to date.
• Drive responsiveness and service levels for sponsor requests, communicating with accuracy and awareness of business risks. Escalate, defer, or act decisively to ensure satisfaction.
• Translate customer objectives into internal workstreams, collaborating across functions like Marketing, Provider Engagement, and Clinical Operations. Ensure deliverables are tracked to completion.
• Maintain reliable data in CRM and operational systems, reporting on account status and key metrics. Prepare customer-facing reports and dashboards for regular reviews.
• Develop presentations, progress decks, and documentation to support sponsors and partners. Ensure all materials are audit-ready and professionally presented.
• Partner with Clinical Operations to collect and surface quality signals impacting client satisfaction. Identify and advocate for improvements that enhance sponsor experience.
• Support account renewals and expansion by demonstrating value delivered, meeting key milestones, and highlighting business impact.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees