Senior Customer Success Manager, Life Sciences

Role overview

Own customer success for a portfolio of life sciences accounts, helping organizations adopt digital tools to improve manufacturing and operations. The role combines strategic account partnership, change management, measurable value delivery, and coordination across customer and internal teams.

Responsibilities

- Monitor customer adoption, product use, and deployment health across an account portfolio; identify issues and opportunities for greater impact. - Advocate for customer needs internally and coordinate responses with support, professional services, sales, product, engineering, and other relevant teams. - Advise customers on operational digitization and potential use cases, then track and communicate the resulting return on investment. - Partner with customer stakeholders on contract renewals and identify opportunities for commercial growth. - Prepare and lead stakeholder and executive discussions, aligning teams on progress, risks, and next steps. - Improve customer success processes and resources so the function can support more accounts effectively.

Requirements

- At least five years in customer success, account management, product management, consulting, or another client-facing role in the life sciences industry. - Experience supporting life sciences organizations, with an understanding of their regulatory requirements and development, operations, or manufacturing environments. - Knowledge of change management in GxP manufacturing or operations. - Experience working with enterprise organizations and coordinating cross-functional teams. - Strong communication skills, including presenting to stakeholders and executives across different organizational levels and cultures. - Bachelor's degree; a master's degree or MBA is preferred. Willingness to travel up to approximately 15% is also required.

Nice to have

- A practical, action-oriented approach to solving customer problems, improving operations, and delivering measurable outcomes. - Interest in continuous improvement and digital transformation, and comfort working in a fast-moving technology environment.

Benefits and work setup

- Remote within the EMEA region, with the option to work from an office in Munich or Budapest. - Flexible schedule, unlimited vacation, equity, and a benefits package that includes learning support, commuter benefits, team events, and catered lunches at the office.