Customer Success Manager (Life Sciences)
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Job Location:
Herndon, VA - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Overview
The Customer Success Manager (CSM) is a key member of Exostars Go-To-Market this role you will partner closely with customers to deliver outstanding experiences ensure they realize maximum value from the Exostar platform and help them operationalize our products within their business.
The CSM collaborates with the Head of Customer Success as well as leaders across Sales Solutions Consulting Onboarding Professional Services Product Support and Operations. You will be a visible contributor to the Go-To-Market team bringing urgency passion and customer advocacy to every interaction.
Responsibilities:
Your day if you join us
- Partner with assigned customer accounts to ensure they achieve value from Exostar solutionssupporting renewal and expansion opportunities.
- Develop and maintain a deep understanding of customers operational processes to guide usage of Exostar products and identify expansion opportunities.
- Manage prioritize and drive resolution of open customer items by coordinating with internal Exostar stakeholders providing proactive updates throughout.
- Lead regular operational reviews with customers discussing support tickets case metrics and ongoing performance.
- Collaborate with services delivery teams to ensure successful execution of service engagements and extended support contracts for assigned accounts.
- Mentor and train junior Customer Success team members as needed.
- Support the development and implementation of systems and tools that provide performance metrics and insights into Customer Success effectiveness.
Basic Qualifications:
You are a great fit for this role if you:
Required
- 5 years of experience in Customer Success or similar customer-facing role
- Experience supporting customers in regulated industries (Life Sciences Healthcare Pharma)
- Proven experience managing and closing renewal portfolios of $3M annually
- Demonstrated experience generating and closing $250K expansion opportunities
- Strong problem-solving mindset with a commitment to seeing issues through to resolution
- Passion for helping customers achieve success
- Strong executive presence and ability to engage customers at all levels
- Ability to influence through persuasion negotiation and consensus building
- Exceptional attention to detail
Preferred
You are exactly who we are looking for if you:
- Experience with Life Sciences Clinical Trial Operations a plus
- Direct experience with IAM SaaS solutions
- Experience supporting customers in GxP-regulated life sciences environments (e.g. GCP GMP GLP) including collaborating with customer stakeholders on compliance considerations validation expectations and best practices for operating SaaS solutions in regulated settings.
Location: Herndon VA Cincinnati OH- Hybrid) 3x/week)
Remote Locations: NC GA TX NJ PA IL DC MD OH FL SC VA CO IN
About Exostar
Exostars cloud-based platforms serve the Aerospace & Defense Life Sciences Healthcare and other highly regulated industries by enabling secure collaboration information sharing and compliance. We build trusted communities and deliver insights that help organizations mitigate risk and operate more efficiently.
- We believe in employee development: we promote internally and provide training and educational assistance
- We provide a fun engaged workplace with social and community-building events
- We offer comprehensive benefits and flexible time off plans
Exostar is an Equal Employment Employer. The company provides equal employment opportunities to all applicants without regard to race color religion sex national origin age marital status disability status or genetic information. Exostar is committed to providing equal employment opportunities for all persons in all facets of employment including recruiting hiring compensation promotion training benefits transfers and working conditions.
Required Experience:
Manager
Key Skills
- Environment
- Anatomy
- Fisheries
- Morphology
- Behavioural Sciences
- Biophysics
- Evolution
- Forestry
- Ecology
- Biotechnology
- Agriculture
- Biochemistry
- Biology
- Ecosyatem
- Entomology
About Company
The Exostar Platform enables increased visibility and resiliency while facilitating digital transformation across communities in highly regulated industries.
