Posted 07/22/2026
Job Number: 17326
Customer Success Manager
United States • Remote
Industry: Biotech/Pharma
Job Category: Customer Service
Job Type: Direct Hire
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Job Description
Position Title: Customer Success Manager
Salary Range: $70,000 – $80,000 + Annual Bonus / DOE
The Customer Success Manager (CSM) serves as the primary point of contact for pharmaceutical and biotechnology clients. The CSM ensures customers maximize the value of the platform by providing exceptional support, strategic guidance, and proactive account management throughout the research procurement lifecycle. The ideal candidate is highly organized, customer-focused, and thrives in a fast-paced environment where problem-solving, communication, and relationship management are critical.
Customer Success Manager Responsibilities:
- Serve as the primary point of contact for an assigned portfolio of pharmaceutical and biotech customers.
- Build trusted relationships with key stakeholders, acting as a strategic advisor on products, services, and best practices.
- Conduct regular check-ins to understand customer goals, gather feedback, and identify opportunities for increased platform adoption.
- Maintain high levels of customer satisfaction while supporting long-term account growth and retention
- Respond promptly to customer inquiries related to the platform, procurement processes, suppliers, orders, and system functionality.
- Troubleshoot customer issues from initial inquiry through resolution, coordinating with internal teams as needed.
- Manage escalations with professionalism, ensuring timely communication and follow- through
- Prioritize competing requests while maintaining excellent service levels across multiple customer accounts
- Lead customer onboarding and training sessions for new users and procurement teams.
- Educate customers on platform capabilities, purchasing workflows, supplier engagement, and best practices.
- Develop customer resources and provide ongoing education to increase adoption and utilization of the marketplace
Customer Success Manager Requirements:
- Bachelor’s degree or equivalent experience
- 3+ years of experience in Customer Success, Account Management, Client Services, or a related customer-facing role
- Exceptional written and verbal communication skills
- Strong organizational skills with the ability to manage multiple priorities simultaneously
- Excellent problem-solving and critical thinking abilities
- Demonstrated ability to build relationships with customers and internal stakeholders.
- Experience managing complex customer issues through resolution.
- Proficiency with CRM platforms and Microsoft Office or Google Workspace.
Benefits:
- Annual performance bonus, typically ranging from $3,000–$5,000 based on seniority and individual performance
- Company stock
- Medical, dental, and vision insurance 5% employee / 90% dependents
- 401(k) via Vanguard with a 3% company match
- Flexible vacation policy
- Flexible PTO
- Fully remote work environment
If you are a driven customer success professional who wants to build a career, take ownership of meaningful client relationships, and grow with an innovative company, apply today!
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Job ID: a0CUm00004jd13ZMAQ
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