Senior Customer Success Manager, Medicine Supply Map

USP•Rockville, MD

About The Position

USP is seeking a dynamic Senior Customer Success Manager to join our Medicine Supply Map team. This role focuses on post-sale engagement, driving customer adoption, retention, and long-term value realization across pharmaceutical manufacturers and distributors. The ideal candidate will partner closely with customers to operationalize MSM within their workflows, align the platform to supply chain and commercial priorities, and ensure measurable outcomes are achieved. This role requires a strong ability to build trusted relationships, translate data into actionable insights, and guide customers toward more proactive, data-driven decision making. As part of our mission to advance scientific rigor and public health standards, you will play a vital role in increasing global access to high-quality medicines through public standards and related programs. USP prioritizes scientific integrity, regulatory excellence, and evidence-based decision-making to ensure health systems worldwide can rely on strong, tested, and globally relevant quality standards. Additionally, USP’s People and Culture division, in partnership with the Equity Office, invests in leadership and workforce development to equip all employees with the skills to create high-performing, inclusive teams. This includes training in equitable management practices and tools to promote engaged, collaborative, and results-driven work environments. As a Senior Customer Success Manager for USP’s Medicine Supply Map (MSM), you will drive impact by ensuring customers successfully adopt and operationalize USP’s supply chain intelligence within their day-to-day workflows. Through strategic engagement and value delivery, you will help pharmaceutical manufacturers, distributors, health systems, and government agencies improve supply chain visibility, mitigate risk, and make more informed commercial and operational decisions. You will build trusted relationships with key stakeholders, guide customers in translating complex data into actionable insights, and ensure measurable outcomes that support retention, expansion, and long-term customer success.

Requirements

Bachelor’s degree in Business Administration or a related field.
Minimum of three years of successful experience in customer success, account management, or post-sale roles, preferably within SaaS, data analytics, or supply chain solutions.
Demonstrated success managing strategic accounts, driving adoption, and achieving retention and expansion objectives.
Strong relationship management skills with the ability to engage senior-level stakeholders across commercial operations, sales, and supply chain functions.
Excellent communication, problem-solving, and organizational skills with a focus on driving measurable customer outcomes.
Experience operating in a fast-paced environment with the ability to prioritize across multiple customers and initiatives across commercial operations, sales, and supply chain functions.
Consultative approach with the ability to translate complex data and analytics into clear, actionable insights for customers.
Experience leading business reviews, defining success plans, and aligning solutions to measurable outcomes.
Collaborative mindset with the ability to partner cross-functionally and align customer needs with product capabilities.

Nice To Haves

Understanding of pharmaceutical supply chain, market intelligence, or related industry dynamics is preferred.

Responsibilities

Serve as the primary post-sale owner for onboarding, adoption, retention, and long-term value realization of the Medicine Supply Map across pharmaceutical manufacturers, distributors, health systems, and government agencies.
Build and maintain strong relationships with key stakeholders across commercial operations, sales, supply chain, and executive leadership teams.
Lead strategic account planning, including defining success plans, aligning MSM capabilities to customer objectives, and identifying expansion opportunities.
Drive adoption by operationalizing MSM within customer workflows and establishing best practices for data-driven decision making.
Facilitate regular business reviews, delivering insights and recommendations that demonstrate measurable value and support ongoing alignment.
Develop and track customer health metrics, proactively identifying risks to adoption, engagement, or renewal.
Partner with customers to integrate MSM insights with existing internal data sources (e.g., demand and market data) to enhance supply chain and commercial decision making.
Provide subject matter expertise on supply chain visibility, market intelligence, and pharmaceutical industry dynamics to guide customer strategy.
Collaborate cross-functionally with Sales, Product, and Data Science teams to advocate for customer needs and support long-term growth opportunities.
Capture and report the voice of the customer to Product Management and leadership teams to inform roadmap priorities and continuous improvement.
Support renewal and expansion efforts through clear value articulation, stakeholder alignment, and mitigation of adoption risks.