Customer Success Manager
Core
Own the complete post-sale lifecycle for 503A and 503B customer portfolios, driving adoption, retention, and renewal readiness in a highly regulated pharmaceutical manufacturing environment.
Role type
Senior Customer Success Manager (Pharmaceutical Manufacturing)
Builds
Customer retention and growth for a 503A/503B compounding pharmacy and outsourcing facility
Domain
Healthcare / Pharmaceutical Manufacturing / 503A & 503B Outsourcing
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Customer lifecycle management, onboarding, enablement, customer health scoring, retention strategies, renewal readiness, risk management, continuous improvement methodologies, Salesforce CRM, Customer Success platforms, Microsoft Excel, Tableau or Power BI, AI-enabled analytics, workflow automation, customer intelligence technologies
Preferred skills
Strategic planning, executive relationship management, problem-solving, cross-functional leadership, coaching, facilitation, stakeholder influence
Technologies
Salesforce, Tableau, Power BI, AI analytics tools, workflow automation platforms
Responsibilities
Serve as single accountable owner for assigned customer relationships leading onboarding, adoption, and renewal; Develop and execute customer success plans aligned with regulatory capabilities; Build trusted relationships using AI-assisted sentiment analysis and customer intelligence; Lead onboarding and education to ensure safe, compliant use of therapies; Collaborate with Operations, Manufacturing, and Medical Affairs to resolve challenges; Monitor adoption and performance using CRM and BI tools; Capture feedback to identify product and process improvements; Evaluate health indicators to proactively mitigate operational and compliance risks; Document best practices and standardize workflows for organizational learning.
