[Hiring] Customer Success Manager @Sorcero

Role Description

The Customer Success Manager will play a crucial role in building “trusted advisor” relationships with customers as a way of driving the successful adoption and ongoing satisfaction of AI solutions in life sciences companies. This dynamic position requires a blend of technical expertise, strategic thinking, business acumen, and superior customer relationship management skills.

The successful candidate will lead implementation processes, ensuring seamless transitions from sales to delivery, while developing strategies for long-term customer satisfaction, retention, and expansion. Responsibilities will range from managing complex technical challenges to identifying new growth opportunities, collaborating with sales teams, and serving as a product evangelist.

This role is instrumental in shaping a customer-centric approach, translating customer needs into actionable insights for product and technology teams, and ultimately driving the continuous improvement and expansion of the Sorcero AI platforms in the life sciences sector. The ideal candidate will be adept at balancing technical know-how with business acumen, effectively bridging the gap between customer needs and technological solutions.

Responsibilities

• Support the sales team in customer implementations by translating customer needs and communicating it to the Product and Technology teams and ensuring implementation is being done according to agreed upon milestones.
• Develop, communicate and manage implementation project timelines, resource allocation, and deliverables for new and existing implementations.
• Ensure smooth transition from sales to implementation and ongoing support.
• Provide regular insights to senior management on implementation trends, Customer success metrics, and growth opportunities.
• Develop and execute strategies for long-term Customer satisfaction and retention.
• Address complex technical challenges and drive continuous improvement in Customer operations.
• Develop and implement best practices for Customer onboarding, support, and relationship management.
• Gather and act on Customer feedback to enhance platform features and services.
• Serve as the voice of the customer in identifying and developing new opportunities to expand our AI solutions in life sciences companies.
• Collaborate with sales to design and present solutions based on the Sorcero platform for prospective Customers.
• Serve as Product Evangelist and SME on calls with prospects in Customer meetings, articulating our value proposition.

Key Performance Indicators

• Net Revenue Retention (NRR) - 20%
• Statement of Work /Success Metrics - 20%
• Customer Feedback - Focused on the customer’s perception of the CEM’s support - 35%
• Contributions Operational & Professional Growth - 25%

Qualifications

• Bachelor's degree in Business, Marketing or Communications.
• 3+ years of experience in a client-facing role (Customer Success, Account Management) in B2B or SaaS environments.
• Proven track record in project management and complex technical solution implementation.
• Excellent communication and presentation skills.
• Ability to manage multiple projects simultaneously.
• Strong problem-solving and analytical skills.
• Proficiency in CRM software.
• Proven track record in building and maintaining customer relationships.
• Experience in developing and implementing customer success strategies.
• Ability to work in a fast-paced, dynamic environment.
• Adaptability to changing technologies and industry trends.

Preferred Skills

• Experience in a startup/ high growth environment.
• Project Management certification preferred.
• AI or Machine Learning certifications a plus.
• Fluency in English (additional languages beneficial).
• Comprehensive understanding of life sciences industry, including regulatory and compliance requirements.
• Broad understanding of AI technologies and their applications in life sciences, specifically in the medical affairs domain.
• Proficiency in data science concepts and practical application.
• Knowledge of medical and scientific communication processes in pharma/biotech.

Benefits

• Three weeks PTO + 1 week of December holiday recess.
• One week Safe & Sick leave.
• 10 company holidays + 2 floating holidays.
• Medical, dental and vision benefits for you and your family.
• Paid parental bonding leave.
• 401(k) retirement plan, company match up to 5%.
• Company-provided laptop and hardware.

Company Description

Sorcero's medical AI platform transforms life sciences decision-making, accelerating patient access to life-saving treatments. By harnessing insights from global medical data, we empower industry leaders to deliver breakthrough therapies. Founded in 2018 by pioneers in AI, public health, and personalized content, Sorcero is a Certified B Corp headquartered in Washington, DC. Our innovation has been recognized by over a dozen awards, including Fast Company's Most Innovative companies of 2024, and six foundational medical AI patents.