Customer Success Manager

Job Description

About Our Client

Our client is the developer of GENEVAâ„¢ OS, the operating system for rapid healthcare evidence across a robust network of real-world data. Healthcare and life science organizations work with the company to close evidence gaps from bench to bedside, improving individual patient outcomes with data-driven care, expediting research that advances the field of medicine, and more. The aim is to transform healthcare with timely, relevant real-world evidence.

About the Role

The Manager, Client Success is a customer-facing role working directly with Life Sciences customers and partners. The role has broad responsibilities both internally and externally with the goal of driving customer satisfaction, commercial success, and product development activities. The Manager, Client Success will play a role in the growth of the Life Sciences segment and is expected to maintain and grow engagements with its Life Sciences clients and partners.

Responsibilities

– Manage a portfolio of clients and partners to ensure smooth delivery operations and maximize client satisfaction in partnership with the Clinical Informatics team.

– Monitor usage metrics and key performance indicators to ensure customer satisfaction.

– Conduct periodic status meetings and business reviews with clients to ensure customer satisfaction.

– Monitor and report key performance indicators and satisfaction metrics to internal leadership.

– Act as a Life Sciences subject matter expert both internally and externally.

– Partner closely with the Life Sciences Sales team to generate meeting content and value stories, aligning capabilities with customer needs.

– Partner closely with the Product team to provide client feedback and suggestions for new features and enhancements.

– Become proficient in the proprietary Temporal Query Language (TQL) to query data, understand patient counts, and run simple studies.

Minimum Qualifications

– Excellent verbal and written communication skills are required for this role.

– Strong initiative and the ability to work independently.

– Must have experience managing projects with top-tier pharmaceutical companies.

– Prior experience working with real-world healthcare data (EMR, claims, etc.) and leading projects with life sciences companies (pharmaceutical and biotechnology) is required.

– Strong technical skills and hands-on experience with SQL is required. Additional coding languages (e.g., R, Python) is a plus.

– Prior experience working and proven aptitude in a startup environment.

– Bachelor’s degree with at least 5+ years work experience in healthcare, consulting, or pharmaceuticals/biotech is required.

Reporting

The Sr. Manager, Client Success reports directly to the Director, Client Success.

Location

This is a remote-first position! Candidates must be authorized to work in the United States on a full-time basis. The company cannot support visa sponsorship at this time.

Core Values

– **Bias to Action.** Driven by urgency and persistence, ensuring actions contribute to the relentless pursuit of the mission.

– **Intellectual Honesty.** Committed to the integrity of work, seeking truth, and building transparent methodologies that go beyond industry norms.

– **Compelled by Curiosity.** Focused on solving the unknown, pushing boundaries, and not accepting the status quo.

– **Impactful Innovation.** Pioneering solutions that pursue equity and representation, creating transformative impacts for customers, users, and patients.

– **Mindful Mentorship.** Approaching all interactions with empathetic understanding, investing in the growth of each other and customers.

Perks

– **Health Benefits.** The benefit package includes employer-paid Medical, Dental, Vision, Life, STD, and LTD insurance. FSA options are also offered.

– **Parental Leave.** Offering up to twelve weeks of paid leave for new parents who have been with the company for 6+ months.

– **Financial Wellness.** Save for retirement through a 401k plan.

– **Flexible Work Environment.** The role is remote first with a flexible vacation policy.

– **Home Office Stipend.** All full-time employees will receive a stipend to support their remote office setup.

– **Offsites.** Opportunities to gather 2-3 times a year in small teams and together as a company.

Compensation

$115K – $150K