Senior Customer Success Manager Job Foxvale Massachusetts USA,Customer Service/HelpDesk

Location: Foxvale

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The Role

We are seeking a Senior Customer Success Manager to play a strategic role in helping clients realize measurable value from our platforms and solutions. This individual will serve as a trusted advisor to customers, ensuring they achieve their desired business outcomes through strong adoption, effective utilization, and long-term partnership.

In this role, you will work closely with client stakeholders across Quality, Engineering, and Operations to understand their priorities, challenges, and strategic initiatives. You will then partner cross-functionally with internal Sales, Consulting, and Technical Leadership teams to align solutions, services, and support that deliver meaningful customer value.

The Senior Customer Success Manager will also help shape and strengthen our customer success program by developing customer journey maps, leading a structured Q /Q
-style business review program, and advancing our CSAT strategy to better measure and improve the client experience.

This role is also responsible for supporting client retention, expansion, and revenue growth across a portfolio of accounts, in close partnership with Strategic Account Management. The ideal candidate brings a blend of customer success, consultative selling, and industry knowledge, along with experience in life sciences and/or digital systems, and is excited by the opportunity to help build and scale customer success within an entrepreneurial, high-growth organization.

As a member of the Customer Success organization, you will contribute to our mission of helping life sciences organizations digitally transform operations and achieve stronger adoption, value realization, and business outcomes.

How You’ll Make an Impact

Build trusted relationships with clients and serve as a strategic partner throughout their journey
Drive adoption, value realization, and long-term success within established accounts
Partner with internal teams to align solutions and services with customer goals
Support retention and expansion by uncovering opportunities to deepen customer value
Create structure and scale within the customer success function through journey mapping, QBRs, and customer feedback programs
Translate customer goals into measurable success criteria, KPIs, and business outcomes
Influence stakeholders at all levels through strong communication, facilitation, and executive-level presentations
Thrive in a fast-paced, collaborative environment while managing multiple priorities across accounts

What You’ll Do

Develop a deep understanding of each client’s business objectives, operational priorities, and success criteria
Partner with technical and consulting teams to define solution scope, align delivery to customer goals, and measure business impact
Build and maintain strong relationships with client stakeholders across functions including Quality, Engineering, and Operations
Lead proactive account engagement focused on customer adoption, satisfaction, retention, and growth
Design and deliver structured Quarterly Business Reviews that highlight progress, outcomes, risks, and future opportunities
Develop customer journey maps to improve the overall client experience and identify opportunities to scale best practices
Build and enhance…