Customer Success Manager

DrugBank

10d•CA$65,000 - CA$70,000

About The Position

DrugBank is seeking a Customer Success Manager for a fixed-term maternity leave coverage role, lasting at least 12 months. This position is a scaled Customer Success seat, managing a pooled portfolio of accounts rather than a traditional one-to-one book of business. The role leverages modern tools, templates, and automation to handle repetitive tasks, allowing the Customer Success Manager to focus on strategic activities like judgment calls, relationship-building, and collaborating with other teams. The ideal candidate will prioritize the customer, ensure process accuracy and consistency, and utilize the available scale to deepen relationships with key accounts.

Requirements

Legally able to work in Canada.
Available for a fixed-term contract of at least 12 months.
1-2+ years of experience in a customer-facing role (Customer Success, Account Management, or Onboarding).
Comfortable managing a larger portfolio by working efficiently through tools, templates, and processes.
Comfortable adopting new tools and technology quickly.
Experience with CRM tools (HubSpot experience is a plus).
Strong written communication skills.
Ability to manage a portfolio of accounts across different tiers, priorities, and time zones.
Detail-oriented and self-directed.
Track record of holding both a process and yourself accountable for accuracy.
Comfortable in a fast-paced, ambiguous startup environment.

Nice To Haves

More than 1-2 years of experience.
Experience managing a high-volume portfolio in a scaled (1:many) customer success model, or enthusiasm for that model.
Prior experience in pharma, biotech, or healthtech data.
Experience building or refining repeatable CS playbooks and processes.

Responsibilities

Own the full CSM lifecycle: onboarding, ongoing engagement, and renewal management for a portfolio of DrugBank accounts.
Manage a pooled portfolio using modern tools, templates, and automation for efficiency.
Pull account data, draft materials, and surface recommendations.
Focus on judgment calls, relationship-building, and strategic conversations.
Collaborate with product, engineering, marketing, and sales teams.
Review and sign off on all customer-facing materials before they are sent.
Shape the improvement of tools and workflows over time.
Put the customer first and hold processes accountable for accuracy and consistency.
Go deeper on accounts and relationships that need it most.
Own implementation from kickoff through go-live for assigned accounts.
Use tools and templates to efficiently prep kickoff materials and comparable account timelines, verifying accuracy and tone.
Confirm decision-makers, goals, and success metrics on kickoff calls, and keep account profiles and stakeholder mappings current.
Track time-to-value and effort rating for each account, adjusting plans as needed.
Run engagement touchpoints at the right cadence for each account tier.
Use usage summaries and health-score data to be prepared for calls.
Review and finalize check-in agendas, recap emails, and QBR materials, adjusting for context and relationship history.
Decide which risks require a direct conversation versus a lighter-touch nudge, and own escalations.
Capture customer feedback and route it to product, translating usage patterns into qualitative stories.
Run the renewal cadence for the book of accounts.
Identify renewal risk early (usage decline, open tickets, contract terms), update internal tools, and prepare renewal materials.
Own the renewal conversation and negotiation.
Confirm renewals and partner with Account Managers on expansion opportunities.
Work efficiently across a larger, pooled portfolio using team tools, templates, and reporting without compromising quality.
Act as the final check on all customer-facing items.
Identify recurring gaps or inefficiencies in workflows and flag them to CS Operations.
Stay curious about new tools and approaches that help the team scale and adopt what works.