[Hiring] Customer Success Manager @Elicit

Role Description

Elicit is building its Customer Success function from the ground up. You'll be accountable for driving adoption, retention, and expansion across a portfolio of high-value accounts. You'll work alongside CS leadership to codify what works into playbooks, templates, and frameworks, and you'll bring a data-informed approach to account health.

• Independently own a complex book of enterprise accounts.
• Manage enterprise and mid-market accounts ($50K–$200K ACV).
• Own renewals and expansion end-to-end.
• Adapt playbooks to fit customer context without requiring manager guidance.
• Lead a portfolio of strategic enterprise accounts ($200K+ ACV, primarily strategic pharma) at a principal level.
• Define playbooks that raise the bar for the whole team.
• Operate as a cross-functional partner across CS, Sales, and Product.

This is an execution role with strategic contribution. The Customer Success Manager will run customer onboarding, conduct QBRs, manage expansion opportunities, and solve customer challenges day-to-day.

• Own a book of enterprise accounts: onboarding, QBRs, health monitoring, renewals, and expansion.
• Build and refine CS artifacts — playbooks, templates, onboarding sequences, QBR frameworks.
• Interpret usage data to proactively surface risk and opportunity.
• Run executive business reviews with VP/C-suite stakeholders at pharma and research organizations.
• Design scaled programs (training series, cohort onboarding, champion networks) as the customer base grows.

Qualifications

• AI fluency: Understand AI/ML capabilities and limitations.
• CS builder mindset: Think in systems and repeatable processes.
• Pharma or regulated industry experience: Direct pharma/biotech CS experience is a plus.
• Executive presence: Translate product capabilities into business outcomes.

Requirements

• Experience in B2B SaaS or AI-forward Customer Success.
• 3-5 years supporting technical/specialized users.
• Managing $50K–$200K+ ACV enterprise accounts with full ownership of renewals and expansion.
• Track record in early-stage startups.
• Data-driven operator: Own metrics like NRR >110%, gross retention targets, customer health scores.
• Domain curiosity: Read research papers to understand customer workflows.

Benefits

• Competitive OTE of 150K-250K with above-market equity.
• Fully covered health, dental, vision, and life insurance for you + generous family coverage.
• Flexible vacation (recommended minimum of 20 days).
• 401(k) with 6% employer match.
• $2,000 device budget + ongoing equipment refresh.
• Personal and professional development budget.
• Flexible work environment across North America and Europe, with quarterly in-person retreats and coworking events.