Senior Customer Success Manager, Life Sciences

DocMatter

. Build and maintain trusted relationships with stakeholders across Medical Affairs and Commercial functions at top-tier life science companies .

Posted 10/24/2026full-timeRemote • Colorado • United StatesSenior💰 $120,000 - $190,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success and Account Management within the life sciences sector, with a strong focus on strategic account ownership, stakeholder engagement, and driving measurable outcomes. Proficient in navigating complex healthcare environments and aligning customer objectives with organizational capabilities.

Highest-signal resume keywords

Customer Success ManagementAccount Strategy DevelopmentStakeholder EngagementLife Sciences ExpertiseCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account ManagementCustomer Lifecycle ManagementOnboardingValue RealizationUpsell StrategiesRenewal ProcessesStrategic PlanningRisk ManagementData GovernanceHealthcare Compliance

Soft Skills

Executive PresenceCommunication SkillsCollaborationInitiativeProblem-Solving

Industry Keywords

Life SciencesPharmaceuticalBiotechMedical DeviceDigital HealthHealthcare SaaSClinical OperationsMedical AffairsCommercial FunctionsStrategic Partnerships

About the role

Key responsibilities & impact

Build and maintain trusted relationships with stakeholders across Medical Affairs and Commercial functions at top-tier life science companies
Develop and execute tailored success plans aligned with customer business objectives and DocMatter capabilities
Drive usage, satisfaction, and measurable value through onboarding, enablement, strategic alignment, and ongoing engagement
Identify account expansion opportunities and manage upsell efforts; partner with Sales on cross-sell motions and growth roadmaps
Collaborate with Product, Clinical Engagement, Sales, and Medical Affairs teams
Proactively identify and manage risks to account retention and client satisfaction
Map key stakeholders and build custom engagement plans
Develop deep familiarity with clients’ strategic, clinical, organizational, and commercial healthcare priorities
Identify expansion opportunities, define success requirements, and create practical paths to advance them
Own account strategy and retention and expansion outcomes for a small number of strategic life sciences clients
Directly influence revenue growth across strategic life sciences customers
Work as an individual contributor with account-based milestones, not as a people manager

Requirements

What you’ll need

5+ years in Customer Success, Account Management, or Strategic Partnerships within pharmaceutical, biotech, medical device, digital health, or healthcare SaaS markets
Deep understanding of life sciences workflows and operating models across Medical Affairs, Commercial, Clinical Operations, or related functions
Proven ability to own strategic enterprise accounts, map complex stakeholder ecosystems, and influence senior customer leaders
Fluent in the enterprise SaaS customer lifecycle, including implementation, onboarding, adoption, value realization, renewal, and expansion
Track record of hitting or exceeding delivery, renewal, expansion, upsell, or account-growth goals in a customer success organization
Demonstrated success leading cross-functional initiatives, driving change, and turning ambiguity into measurable customer outcomes
Strong executive presence and communication skills, with the ability to engage C-suite executives and senior stakeholders credibly
Experience building or shaping customer success playbooks, account plans, team processes, or scalable operating rhythms — not just executing them
Successful in small, fast-paced teams where initiative, collaboration, intensity, and ownership are non-negotiable
Level of comfort with clinical subject matters and an understanding of physician to physician dialouge
Nice-to-have: experience in management consulting, strategy consulting, business operations, or life sciences transformation
Nice-to-have: experience building or improving customer-facing processes, playbooks, operating rhythms, or scalable CS motions in a high-growth company
Nice-to-have: experience navigating regulatory, compliance, privacy, or data governance considerations in healthcare or life sciences
Nice-to-have: experience contributing to pricing, packaging, account expansion, or go-to-market strategy
Nice-to-have: experience leading strategic working sessions with senior Medical Affairs or Commercial stakeholders

Benefits

Comp & perks

Series A equity
Medical, dental, vision, and life insurance
401(k) retirement plan
PTO and company holidays
Wellness stipend
Variable bonus and/or commission may be eligible
Pivotal role in advancing the company’s mission
Opportunity to work with a global network of healthcare professionals