Customer Success Specialist

Perseus Group, Constellation Software

21h • $90,000 - $110,000 • Remote

About The Position

As a Customer Success Specialist, you will be the primary point of contact for our customers, ensuring their success and satisfaction with our software products and services. You will serve as a trusted advisor and the key liaison between customers and internal teams. Your mission is to help customers achieve value, drive adoption, and maintain strong, long-lasting relationships. This role blends relationship management, technical understanding, and proactive support to ensure customers thrive using our solutions.

Requirements

• 5+ years managing client relationships
• Strong experience in FDA regulated Life Sciences, Biotech, and Pharma Manufacturing
• Familiarity with digital manufacturing platforms (MES, ERP, LIMS, QMS, or similar), integrations, and infrastructure architectures
• Strong interpersonal skills with the ability to build trust and influence without authority.
• Excellent communication skills — both written and verbal — with the ability to adapt to technical and business audiences.
• Proven problem-solver with strong organizational and multitasking abilities.
• Comfort working with software tools including CRM systems, help desk platforms, and analytics dashboards.
• Ability to translate customer needs into actionable insights for internal teams.
• Customer-centric mindset with a passion for helping organizations succeed.
• Bachelor’s degree in business, technology, or related field (or equivalent experience).
• This role requires the ability to engage with customers where they work. Expect approximately 10-15% travel for site visits, industry conferences, and enterprise events.

Responsibilities

• Strategic Relationship Management: Serve as the primary point of contact and trusted advisor for assigned accounts, building relationships with end users, plant operations, IT, and executive stakeholders.
• Strategic Account Planning: Partner with Sales, Services, Product and Support to develop and maintain comprehensive account plans that map customer business goals, technical landscapes, key stakeholders, and expansion opportunities
• Adoption & Value Realization: Develop success plans and ROI analysis to help drive product adoption, and alignment of our MES solutions with customers’ manufacturing objectives and processes
• Expansion & Growth Intelligence: Proactively identify and qualify expansion opportunities at existing sites – including additional lines, products, or modules – partnering with Sales teams to drive revenue growth
• Structured Account Check-Ins: Lead monthly check-ins and periodic business reviews with assigned accounts to highlight ROI, provide optimization insights, and ensure our continuous alignment with customer goals
• Retention: Monitor engagement and satisfaction to identify early attrition risks; lead “Get Well Plans” and cross-functional efforts (Product, Engineering, Support, Professional Services) to resolve friction
• Voice of the Customer: Design and execute NPS surveys, Health Checks, and Customer Spotlights to understand customer needs, and advocate for these internally to influence product enhancements and roadmap decisions.
• Support & Escalation Oversight: Act as the strategic lead for escalations; partner with Support to prioritize backlogs, provide guidance on high-impact tickets, and ensure timely, technical resolutions. Occasionally take lead on select tickets.
• Community & Resource Development: Collaborate with marketing on customer-facing webinars/events, and develop resources (FAQs, best practices, onboarding guides) to cultivate a community of power users and internal SMEs.
• Cross-Functional Collaboration: Partner with Support, Product Management, Engineering, Training, and Sales to resolve issues and share customer feedback.

Benefits

• Competitive salary and benefits package
• Career growth opportunities in a fast-growing company
• This role will also be eligible for participation in a Company profit sharing bonus plan.
• Full time employees will also be eligible for enrollment in a wide range of choices of benefits , including medical, dental, vision, basic life insurance, short/long term disability, 401(k) participation (with company match).
• The Company provides a minimum of 10 days of vacation for new employees , sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees