Customer Success Manager

• Develop and execute strategic account plans translating customer goals and business objectives into actionable initiatives.
• Build trusted relationships with key stakeholders and senior executives to drive adoption, expansion, and multi-year partnerships.
• Identify, qualify, and drive upsell and cross-sell opportunities through consultative, value-based recommendations.
• Analyze customer data, usage trends, and performance benchmarks to identify insights, risks, and opportunities.
• Partner with Strategy teams to deliver data-driven recommendations.
• Lead renewal forecasting, risk mitigation, and commercial conversations to meet or exceed quarterly revenue targets.
• Serve as a strategic advisor on marketing strategies, competitive landscapes, and product differentiation.
• Collaborate with Sales, Product, Marketing, and Customer Support to ensure seamless customer experiences and advocate for customer needs.
• Manage escalations and ensure timely resolution and clear stakeholder communication.
• Maintain accurate account information, forecasts, and activity records in Salesforce.
• Represent the company at customer meetings, industry events, and association conferences, with up to 10% travel.
• Participate in internal program meetings and contribute insights to the broader Customer Success organization.

Customer Success Manager II

• Directly manage the Accelerated Customer Success team of approximately 12 Business Consultants
• Assess individual strengths and growth areas
• Run weekly 1:1s, monthly performance check-ins, and quarterly performance reviews
• Recruit, interview, and hire Customer Success talent as needed
• Build team culture and morale through team-building activities
• Coach Business Consultants on sales strategies for cross-sell and upsell opportunities
• Train the team on Customer Success best practices to reduce revenue churn and improve customer satisfaction
• Deliver written and verbal feedback on strengths and growth areas
• Create development opportunities for team members
• Own monthly and quarterly revenue growth and customer/revenue retention targets
• Build and refine tools and strategies to help Business Consultants hit Customer Success targets
• Partner cross-functionally with Sales, Product, Engineering, Sales Operations & Strategy, and Marketing
• Use data and reporting to prioritize workflow and connect activity to outcomes
• Serve as the escalation point for customer escalations and mitigate churn risk
• Build strategic relationships with major Accelerated accounts
• Apply product, customer, and carrier-specific industry knowledge to drive positive outcomes
• Report to the Director, Customer Success

• Lead, coach, and develop the eClinical Customer Success team
• Drive customer retention, renewals, expansions, study adds, and Services growth across the installed base, focusing on Net Revenue Retention (NRR)
• Partner with Sales and Account Executives to identify and progress growth opportunities within existing accounts
• Serve as an escalation point for complex customer issues and coordinate resolution across Product, Support, Services, and Engineering
• Monitor customer health, Salesforce pipelines, adoption trends, and account risks to proactively drive retention and expansion outcomes
• Operationalize and scale customer engagement programs, including QBRs, health reviews, and executive stakeholder management
• Drive adoption and expansion of OpenClinica platform offerings, including Insight Reporting, Participate/ePRO, Randomization, eConsent, and related solutions
• Establish and improve Customer Success processes, KPIs, reporting, and operational workflows
• Partner with Product and Leadership teams to surface customer feedback, market trends, and product enhancement opportunities

eClinical Customer Success Team Lead

• Advise customers and develop Customer Success processes while driving execution
• Help customers enhance the value of their Benchling investments
• Understand customers’ science, business goals, and Benchling deployments
• Promote best practices and maximize product and Benchling AI adoption
• Align customer deployments with strategic objectives
• Analyze customer usage data to uncover patterns, opportunities, and risks
• Create and execute product telemetry programs to improve adoption, value realization, and business outcomes
• Serve as a go-to advisor on the Benchling platform, including its AI capabilities, value drivers, and best practices
• Learn customers’ science, industry trends, and strategic goals
• Collaborate with Sales, Product, and Professional Services on customer strategies and challenges
• Drive customer journey mapping and voice-of-customer feedback projects
• Own and deliver Executive Business Reviews covering value realization, deployment health, customer maturity, and product roadmap alignment
• Design, test, and launch adoption campaigns
• Drive deployment health checks, adoption plans, feature campaigns, and digital maturity programs
• Develop expertise in Benchling product modules, research verticals, or industry areas and deliver customer insights

• Build playbooks, automations and customer touchpoints that help customers succeed
• Identify moments where personal involvement creates the most customer impact
• Own an approximately $3M book of business
• Maintain strong portfolio health
• Retain, grow and expand customers
• Identify and nurture champions across key accounts
• Share customer feedback with Product and GTM teams
• Manage large and complex customers
• Coach junior Customer Success Managers
• Lead team initiatives
• Build face-to-face customer relationships
• Report to George Hughes, Head of Customer Success

Senior Customer Success Manager

• Lead and develop the Customer Success team, setting clear performance expectations and coaching to outcomes
• Develop and maintain playbooks, SOPs, and team-facing materials to enable consistent Customer Success operations at scale
• Own Gross Revenue Retention, assign accounts across the Customer Success team, and strategically manage high-value customer relationships and renewals
• Serve as a senior escalation point for complex customer situations and resolve issues while protecting long-term relationships
• Travel as needed to support renewals and account management
• Represent Customer Success in leadership discussions, including potential interactions with Board of Directors members
• Provide perspective on retention risk, expansion opportunities, and product-market fit
• Monitor and report on Customer Success KPIs including GRR, expansion ARR, and customer health
• Partner with Sales on expansion opportunities and upsell motions within existing accounts
• Synthesize customer feedback and provide structured, actionable insights for Operations prioritization and Product roadmap discussions

Director of Customer Success

• Develop and lead the North America CRM and Field Platform strategy, roadmap, and governance model
• Serve as the business owner and strategic lead for Veeva CRM and associated field technologies
• Build and execute multi-year platform roadmaps aligned with Commercial, Medical, Market Access, and enterprise priorities
• Establish platform governance processes balancing innovation, scalability, compliance, and user experience
• Drive prioritization of platform enhancements, releases, investments, and capability expansion initiatives
• Lead continuous optimization of CRM workflows, data capture processes, customer engagement capabilities, and field user experiences
• Drive adoption and utilization of CRM capabilities across multiple customer-facing organizations
• Partner with field leadership and business stakeholders to align CRM functionality with business priorities and customer engagement models
• Evaluate and deploy emerging Veeva capabilities improving field effectiveness and operational efficiency
• Partner with Digital, IT, and Data & AI teams to identify, pilot, and scale AI-enabled CRM capabilities
• Lead implementation of intelligent workflows, workflow automation, digital assistants, and advanced engagement tools
• Develop and oversee CRM integration strategy across the broader commercial technology ecosystem
• Lead cross-functional initiatives involving data integration, interoperability, user experience enhancement, and process optimization
• Lead CRM-driven business transformation initiatives modernizing working models and customer engagement processes
• Manage strategic relationships with Veeva and other external technology partners
• Translate business needs into strategic technology roadmaps
• Accelerate adoption of AI-enabled workflows, intelligent customer engagement, automation, and productivity-enhancing solutions
• Help redefine how customer-facing teams leverage technology, data, and artificial intelligence to maximize engagement effectiveness and business impact

Customer Success Manager jobs in Massachusetts

Customer Success Manager II