Customer Success Manager; Remote

Customer Success Manager

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.

• Support the sales team in customer implementations by translating customer needs and communicating them 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.

• 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%

• Must be based within the United States.
• 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.

• 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.

Sorcero is a remote and globally distributed team. We…