Customer Success Manager (Remote)

Sorcero

1d•Remote

About The Position

The Customer Success Manager will play a crucial role in building “trusted advisor” relationships with customers as a way of driving the successful adoption and ongoing satisfaction of AI solutions in life sciences companies. This dynamic position requires a blend of technical expertise, strategic thinking, business acumen and superior customer relationship management skills. The successful candidate will lead implementation processes, ensuring seamless transitions from sales to delivery, while developing strategies for long-term customer satisfaction, retention and expansion. Responsibilities will range from managing complex technical challenges to identifying new growth opportunities, collaborating with sales teams, and serving as a product evangelist. This role is instrumental in shaping a customer-centric approach, translating customer needs into actionable insights for product and technology teams, and ultimately driving the continuous improvement and expansion of the Sorcero AI platforms in the life sciences sector. The ideal candidate will be adept at balancing technical know-how with business acumen, effectively bridging the gap between customer needs and technological solutions.

Requirements

Bachelor's degree in Business, Marketing or Communications
3+ years of experience in a client-facing role (Customer Success, Account Management) in B2B or SaaS environments
Proven track record in project management and complex technical solution implementation
Excellent communication and presentation skills
Ability to manage multiple projects simultaneously
Strong problem-solving and analytical skills
Proficiency in CRM software
Proven track record in building and maintaining customer relationships
Experience in developing and implementing customer success strategies
Ability to work in a fast-paced, dynamic environment
Adaptability to changing technologies and industry trends

Nice To Haves

Experience in a startup/ high growth environment
Project Management certification preferred
AI or Machine Learning certifications a plus
Fluency in English (additional languages beneficial)
Comprehensive understanding of life sciences industry, including regulatory and compliance requirements
Broad understanding of AI technologies and their applications in life sciences, specifically in the medical affairs domain.
Proficiency in data science concepts and practical application
Knowledge of medical and scientific communication processes in pharma/biotech

Responsibilities

Support the sales team in customer implementations by translating customer needs and communicating it to the Product and Technology teams and ensuring implementation is being done according to agreed upon milestones
Develop, communicate and manage implementation project timelines, resource allocation, and deliverables for new and existing implementations
Ensure smooth transition from sales to implementation and ongoing support
Provide regular insights to senior management on implementation trends, Customer success metrics, and growth opportunities
Develop and execute strategies for long-term Customer satisfaction and retention
Address complex technical challenges and drive continuous improvement in Customer operations
Develop and implement best practices for Customer onboarding, support, and relationship management
Gather and act on Customer feedback to enhance platform features and services
Serve as the voice of the customer in identifying and developing new opportunities to expand our AI solutions in life sciences companies
Collaborate with sales to design and present solutions based on the Sorcero platform for prospective Customers
Serve as Product Evangelist and SME on calls with prospects in Customer meetings, articulating our value proposition