Senior Enterprise Customer Success Manager (Life Sciences)

The Senior Enterprise Customer Success Manager (Life Sciences) will be responsible for overseeing the continued success of our largest life sciences and pharmaceutical clients, ensuring they achieve deep and impactful adoption of our suite of SaaS products. This role will focus on driving long-term value, aligning with clients' mission-critical outcomes, and fostering strong relationships built on trust and satisfaction. The Enterprise Customer Success Manager will proactively monitor the health and satisfaction of a designated portfolio of enterprise clients, maintaining a strategic cadence of interactions to ensure that each client is fully optimized on their deployed solutions. Additionally, the role will be responsible for driving successful renewals and ensuring clients maximize the value of their existing solutions over time.

What You'll Do

• Serve as the primary point of contact for large pharmaceutical clients, building strong, long-lasting relationships with key stakeholders and decision-makers to effectively drive high client retention, loyalty and satisfaction.

• Proactively drive product adoption by educating clients on best practices, features, and functionalities tailored to their specific needs within the pharmaceutical sector.

• Act as the voice of the pharma customer within Bonterra, advocating for their needs and ensuring high levels of customer satisfaction to drive retention and long-term partnerships.

• Develop and execute tailored success plans for each client, ensuring their business objectives are met and progress is regularly reviewed.

• Partner with internal teams including Sales, Product, Professional Services, and Support to ensure alignment on client needs, escalate issues as necessary, and provide feedback to enhance product offerings.

• Provide regular updates on client health, success metrics, and account status. Use data and analytics to measure outcomes and identify opportunities for continuous improvement.

• Stay up to date on pharmaceutical industry trends, funding, policy, regulations, and emerging technologies to better serve our clients and provide them with forward-thinking solutions.

• Proactively identify potential issues, risks, and roadblocks, and work to resolve them efficiently, ensuring minimal disruption to the client's operations.

• Collaborate with the sales organization to map complex organizations and ensure a successful client lifecycle with opportunities for renewal, cross-sell and upsell.

• Develop, prepare, and nurture clients for advocacy andreference ability.

• Continuously improve internal processes, technologies, and workflow to enrich client experience, maximize efficiency of internal teams, and drive results.

Requirements

• 5+ years of experience in Customer Success, Account Management, or a similar role, with a strong focus on the pharmaceutical or life sciences industry.

• A deep understanding of the pharmaceutical industry, including regulatory requirements.

• Proven track record of managing and growing relationships with large enterprise clients in the pharmaceutical sector.

• Demonstrated ability to thrive in a dynamic, fast-paced environment.

• Exceptional ability to engage and communicate with clients, actively listen for feedback, and lead challenging conversations with clients toward positive outcomes.

• Excellent organizational skills and a passion for process and business systems, as well as process improvement ideation.

• Comfortable with technical solutions and platforms, with the ability to translate complex technical features into value-driven business solutions.

• Proven ability to collaborate and build strong relationships with the mid and senior level executives across functions within the client's business.

• Excellent verbal and written communication skills, with the ability to interact with high-level stakeholders and explain complex concepts in a clear and compelling manner.

• Experience with CRM systems (Salesforce or Gainsight preferred).