Senior Customer Success Manager, Life Sciences

DocMatter•Denver, CO

About The Position

DocMatter is hiring a commercially minded, healthcare-experienced operator and strategist to manage strategic life sciences customer accounts. The role owns account strategy and is accountable for retention, expansion, and revenue growth across a small number of high-value clients, each with six-figure ARR and ambitious growth targets. The position is an individual-contributor role, not a people-management or reactive customer-support role, and requires creativity rather than adherence to a rigid playbook. The Senior Customer Success Manager builds relationships with senior stakeholders, develops tailored success plans, drives adoption and measurable customer value, identifies account expansion opportunities, and collaborates with internal teams. Within the first three months, the person is expected to map key stakeholders and create engagement plans, understand the strategic and operational forces shaping clients’ healthcare priorities, and identify and advance expansion opportunities.

Requirements

At least 5 years of experience in Customer Success, Account Management, or Strategic Partnerships in pharmaceutical, biotech, medical device, digital health, or healthcare SaaS markets.
Deep understanding of life sciences workflows and operating models across Medical Affairs, Commercial, Clinical Operations, or related functions.
Proven ability to own strategic enterprise accounts, map complex stakeholder ecosystems, and influence senior customer leaders.
Fluency in the enterprise SaaS customer lifecycle, including implementation, onboarding, adoption, value realization, renewal, and expansion.
Track record of meeting or exceeding delivery, renewal, expansion, upsell, or account-growth goals in a customer success organization.
Demonstrated success leading cross-functional initiatives, driving change, and turning ambiguity into measurable customer outcomes.
Strong executive presence and communication skills, including the ability to engage credibly with C-suite executives and senior stakeholders.
Experience building or shaping customer success playbooks, account plans, team processes, or scalable operating rhythms.
Ability to succeed in small, fast-paced teams where initiative, collaboration, intensity, and ownership are essential.
Comfort with clinical subject matter and understanding of physician-to-physician dialogue.

Nice To Haves

Experience in management consulting, strategy consulting, business operations, or life sciences transformation, with a record of producing client-ready analyses, recommendations, or implementation plans.
Experience building or improving customer-facing processes, playbooks, operating rhythms, or scalable customer success motions in a high-growth company.
Experience navigating regulatory, compliance, privacy, or data governance considerations in healthcare or life sciences.
Experience contributing to pricing, packaging, account expansion, or go-to-market strategy for a healthcare, life sciences, or SaaS product.
Experience leading strategic working sessions with senior Medical Affairs or Commercial stakeholders.

Responsibilities

Build and maintain trusted relationships with stakeholders across Medical Affairs and Commercial functions at leading life sciences companies.
Develop and execute tailored success plans aligned with customer business objectives and DocMatter capabilities.
Drive platform usage, customer satisfaction, and measurable value through onboarding, enablement, strategic alignment, and ongoing engagement.
Identify account expansion opportunities, manage personal upsell efforts, and partner with Sales on cross-sell motions and long-term growth roadmaps.
Collaborate with Product, Clinical Engagement, Sales, and Medical Affairs teams to meet customer needs.
Proactively identify and manage risks to account retention and customer satisfaction.
Map key stakeholders across assigned accounts and develop customized engagement plans.
Develop a deep understanding of clients’ strategic, clinical, organizational, and commercial priorities.
Clarify the conditions for successful expansion opportunities and build practical plans to advance them.