Senior Customer Success Manager in New York at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Customer Success Manager based in the United States.

This role is an opportunity to lead customer success for an AI-powered SaaS platform transforming regulatory workflows across the therapeutic development lifecycle. You will help biopharma and life sciences customers adopt new technologies, improve processes, and achieve meaningful outcomes from AI-enabled solutions. Acting as a consultant, expert user, educator, and strategic partner, you will guide customers through onboarding, training, platform customization, and change management. You will work closely with Product and Commercial teams to translate customer needs into product improvements and expansion opportunities. The role combines relationship management, technical curiosity, process building, and a strong understanding of drug development. It is ideal for an experienced Customer Success professional who enjoys building scalable programs in a fast-moving environment.

• Design and maintain onboarding and training programs for new organizations and users, including documentation, interactive sessions, and virtual or in-person training.
• Lead customer education and enablement initiatives, helping users confidently adopt AI-driven workflows and integrate new systems into their processes.
• Develop and execute platform customization processes in partnership with Product teams, with a primary focus on document templates used to generate regulatory submission content.
• Establish stage-appropriate Customer Success processes and systems that improve consistency, efficiency, and effectiveness.
• Advocate for customers by ensuring they achieve maximum value from the platform and that relevant users across their organizations are successfully engaged.
• Build trusted relationships with customer stakeholders and guide them through change management, prioritization, adoption, and process transformation.
• Serve as a key connection between customers and internal Product and Commercial teams, translating user feedback and needs into actionable product insights.
• Support account renewals and expansion opportunities by identifying additional customer needs, demonstrating product value, and strengthening long-term relationships.
• Contribute to the continuous improvement of Customer Success practices, developing new approaches rather than relying solely on established playbooks.
• Travel up to 50% for customer training and engagement, although actual travel is expected to be lower.

Requirements:

• 5+ years of experience in Customer Success within B2B SaaS is required.
• Experience supporting customers in life sciences, biotechnology, therapeutics, or related markets is highly preferred.
• Strong understanding of drug development and the ability to communicate credibly with experienced drug development professionals.
• Background or education in biology, life sciences, or a related field is preferred; an advanced degree is considered ideal.
• Familiarity with large language models and AI technologies, combined with a pragmatic ability to apply them to real-world customer workflows.
• Exceptional communication and teaching skills, with a genuine interest in helping customers understand and successfully adopt new technologies.
• Strong relationship-building and change-management capabilities, with the judgment to guide customers through evolving systems and processes.
• Ability to operate effectively in ambiguous or rapidly changing environments and build processes where established playbooks may not yet exist.
• Innovative, entrepreneurial mindset with a willingness to experiment, learn, and continuously improve the customer experience.
• Strong collaboration skills and the ability to work effectively with Product, Commercial, and other cross-functional teams.

Benefits:

• Competitive base salary of $135,000–$175,000.
• Retention-based variable compensation with total on-target earnings of $175,000–$230,000.
• Equity participation.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and parental leave.
• Access to One Medical, Talkspace, and Teladoc.
• Flexible remote working, with preference for candidates located in the United States or Canada.
• Career development opportunities within a growing, cutting-edge healthcare technology environment.
• Opportunity to contribute to technology designed to improve the speed, safety, and efficiency of therapeutic development.
• Collaborative, customer-focused culture that values craftsmanship, measurable ROI, and meaningful impact.