Senior Manager of Client Success – Launch Accelerator

Trinity Life Sciences•East Norriton Township, PA

8d•$125,000

About The Position

We're committed to bringing passion and customer focus to the business. Trinity Life Sciences is hiring a Client Success Manager (CSM) within the Digital and AI Solutions group. This role is a unique opportunity to help clients bring therapies to market faster by using cutting-edge technology. You will serve as the primary partner to Trinity’s Launch Excellence team and as a trusted partner to clients in adopting and operationalizing Trinity’s GenAI-powered launch planning and management platform, Launch Accelerator. You’ll ensure clients achieve measurable value, drive consistent use of the platform, and support the cross-functional orchestration that enables best‑in‑class launch execution. The ideal candidate enjoys working cross-functionally with clients, has deep expertise in launch planning and execution, and is comfortable using and selling technology.

Requirements

5+ years pharma/biotech experience with exposure to launching new product sand or PMO experience in life sciences
3+ client-facing experience supporting SaaS product adoption, growth and usage
Strong project management and communication skills with client facing representation
SaaS, digital transformation experience

Nice To Haves

Direct experience participating and/or leading one or more launches in life sciences
Exposure and familiarity with project management principals and tools that are used to drive large scale, multi-year projects
Proclivity for selling and inspiring interest in technology

Responsibilities

Act as the Launch Accelerator product expert serving as a valuable resource to help both existing and prospective clients maximize the value of the application.
Understand and develop best practice ways of working within Launch Accelerator taking into account real world experience.
Lead structured onboarding for new clients, ensuring teams understand Launch Accelerator’s core functionality, workflows, reports & dashboards, and collaboration features.
Train cross-functional stakeholders and support adaptation for various launch models.
Understand client team’s key needs and find new and unique ways for Launch Accelerator to fulfill them.
Coach users on best ways to use LA to their advantage, keeping in mind client value areas.
Act as day-to-day point of contact for client questions and tech support.
Proactive client support through regular meetings to gain feedback, share updates and strengthen alignment and communication.
Capture client feedback and collaborate with product teams to advocate for clients and help strengthen our value pipeline of new capabilities.
Support testing of new features.
Ensure training and support materials are continuously updated to help clients maximize the value of Launch Accelerator.
Translate feedback into product enhancement suggestions/requirements and collaborate with Product Management for prioritization and inclusion in the roadmap
Identify expansion opportunities within LA and LEx and promote multi‑launch usage.
Identify broader opportunities to Trinity’s products and services.
Build trusted relationships to uncover needs.
Support renewal and upsell conversations.
Track client growth metrics.