Customer Success Manager

Instem•Boston, MA

5d•Hybrid

About The Position

The Customer Success Manager owns the relationship and technical success of a portfolio of strategic d-wise clients, typically pharmaceutical, biotech, and CRO organizations. The role combines commercial account management—including retention, growth, and renewals—with solution consulting, including understanding client workflows, scoping platform configurations, and partnering with delivery and sales teams to ensure solutions continue to meet client needs. The Customer Success Manager serves as the client's primary point of contact and internal advocate, translating between business stakeholders and technical teams. The position is hybrid, with two days a week in the Boston office. d-wise, an Instem company, designs, deploys, and supports validated cloud infrastructure for life-sciences and clinical trial organizations. Its flagship product, Accel, is a turn-key validated Statistical Computing Environment built on AWS and pre-loaded with SAS, R, Python, and Posit tools. The role requires adherence to the Company’s Quality Management System, ensuring work is managed securely, professionally, and diligently. Periodic travel for client meetings and industry events is required.

Requirements

Bachelor’s degree in biology, business, computer science, or a related field, or equivalent professional experience.
Experience in account management, solution consulting, technical sales, or customer success.
Working knowledge of clinical trial data workflows, biostatistics, or statistical computing environments; comfort discussing SAS and/or R concepts with technical stakeholders.
Excellent communication and presentation skills, including the ability to translate technical concepts for technical and non-technical audiences.
Demonstrated success managing complex client relationships, driving renewals, and identifying account growth opportunities.
Experience with CRM tools such as Salesforce and structured account-planning frameworks.
Strong project management, organizational, and cross-functional collaboration skills.
Ability to travel periodically for client meetings and industry events.

Nice To Haves

Experience in life sciences, SaaS, or cloud/infrastructure industries.

Responsibilities

Own and grow relationships across a portfolio of key accounts, engaging stakeholders in IT, biostatistics/clinical programming, procurement, and executive sponsorship.
Act as a trusted advisor by understanding clients’ evolving statistical computing and clinical data needs and mapping them to d-wise capabilities.
Lead account planning, track renewal timelines, identify upsell and cross-sell opportunities, and coordinate contract renewals and commercial negotiations with sales and legal.
Run client discovery and solution-scoping conversations, translating business and technical requirements into proposed platform configurations and services.
Partner with delivery, cloud engineering, and support teams to ensure client environments are scoped and configured to meet business needs.
Monitor account health and proactively address risks that could affect renewal or satisfaction.
Serve as the primary escalation point for key account issues and coordinate with support and technical teams through resolution.
Relay client feedback to product and marketing teams to help inform the Accel platform roadmap.
Represent d-wise at client meetings, industry conferences, and user groups as needed.
Adhere to the Company’s Quality Management System and ensure work is managed securely, professionally, and diligently.