[Hiring] Customer Success Manager @Qualifyze GmbH

Role Description

At Qualifyze, we don't just support our customers — we partner with them to reduce risk and accelerate innovation in life sciences. As a Customer Success Manager (CSM), you’ll play a key role in driving customer satisfaction, retention, and adoption, ensuring that clients achieve long-term value through our solutions.

You’ll manage a portfolio of accounts across our APAC market, acting as the main point of contact throughout the customer lifecycle. You’ll collaborate with Senior CSMs, Account Managers, and cross-functional teams to deliver a seamless, high-impact experience.

Main Responsibilities

• Build and maintain strong relationships with pharmaceutical clients post-sale.
• Guide customers through the audit journey, ensuring smooth coordination and high satisfaction.
• Conduct regular check-ins and act as the first point of contact for operational and support matters.
• Support onboarding, adoption, and ongoing engagement across a high volume of accounts.
• Drive key success metrics including credit consumption, CSAT, NPS, retention, and renewals.
• Collaborate with Account Managers on strategic growth opportunities.
• Maintain accurate CRM records (HubSpot), ensuring smooth handovers and visibility across teams.
• Share customer feedback and data insights to improve our product and services.

Qualifications

• Proven experience in a customer-facing role (Customer Success, Account Management, Client Support or similar).
• Excellent communication and interpersonal skills in English and Chinese. Any additional languages are a plus.
• Strong organizational skills and attention to detail.
• A proactive and solution-oriented mindset, with the ability to work independently and as part of a team.
• Comfortable in a dynamic, fast-paced, and changing environment — previous experience in a startup or scale-up is a strong plus.
• Interest in the pharma or life sciences industry.
• Experience working with CRM tools (HubSpot preferred).

Benefits

• Flexible schedules throughout the year.
• The option to work from abroad for up to 45 days per year.
• All necessary work equipment (laptop, headphones, etc.).
• Annual in person all company event and celebration in Europe.
• Individual coaching and mentoring on your development roadmap within Qualifyze.