Senior Customer Success Manager, Life Sciences

DocMatter Inc.•Denver, CO

8h•$120,000 - $190,000

About The Position

DocMatter is hiring a commercially minded, healthcare-experienced Senior Customer Success Manager to own account strategy and retention and expansion outcomes across strategic life sciences customers. This is not a passive customer support role: the position directly influences revenue growth by translating DocMatter’s value proposition into measurable customer impact and account growth. The role involves building account plans and repeatable playbooks, identifying upsell opportunities, and leading senior customer stakeholders. The manager will work with stakeholders across Medical Affairs and Commercial functions at leading life sciences companies, align customer objectives with DocMatter’s platform, and collaborate with Product, Clinical Engagement, Sales, and Medical Affairs teams. Within the first three months, the manager is expected to map key stakeholders and build tailored engagement plans, develop a deep understanding of the clinical, strategic, organizational, and commercial forces shaping customers’ priorities, and identify and advance account expansion opportunities. DocMatter describes itself as a growth-stage company working to advance peer-to-peer collaboration and knowledge transfer across the global medical community.

Requirements

At least 5 years of experience in Customer Success, Account Management, or Strategic Partnerships within 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 a small, fast-paced team 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, 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.
Contributions 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 important stakeholders across Medical Affairs and Commercial functions at top-tier life sciences companies.
Develop and execute tailored success plans that align customer business objectives with DocMatter capabilities.
Drive usage, satisfaction, and measurable value through onboarding, enablement, strategic alignment, and ongoing engagement.
Identify account expansion opportunities, manage upsell efforts, partner with Sales on cross-sell motions, and develop long-term growth roadmaps.
Collaborate with Product, Clinical Engagement, Sales, and Medical Affairs teams to meet and exceed customer needs.
Proactively identify and manage risks to account retention and client satisfaction.
Map key account stakeholders and create custom engagement plans.
Identify expansion opportunities, determine what is required to make them successful, and build practical plans to advance them.