About the role

Customer Success Manager driving adoption, retention, and expansion for DistillerSR’s AI-enabled healthcare research platform. Advising medical device, pharmaceutical, and research customers on workflows and value.

Responsibilities

Build and maintain strong customer relationships to drive long-term success and value.
Engage customers regularly and measure platform engagement to support account retention.
Conduct ROI meetings to assess delivered value and identify improvements.
Advise customers on best-practice uses of DistillerSR based on business needs, use cases, success criteria, and data.
Collect business and user insights and develop strategic account plans and long-term visions.
Participate in client requirements-gathering workshops and document feedback.
Advocate for customer needs with internal product stakeholders.
Facilitate onboarding and support customer change-management initiatives.
Monitor usage data, resolve product-use inefficiencies, and identify adoption opportunities.
Identify at-risk customers and implement retention plans.
Supplement first-line support and help customers resolve issues.
Identify expansion opportunities for the account team and support sales activities, including demonstrations, client discussions, and RFP processes.
Participate in continuous-improvement initiatives and help draft service policies, procedures, and work instructions.
Collaborate with Customer Success, Sales, Global Support, Professional Services, Marketing, Product Management, internal departments, clients, and vendors.
Occasional travel may be required.

Bachelor's Degree from a recognized post-secondary institution and/or education and experience acceptable to DistillerSR.
Minimum 3 to 5 years applicable work experience.
Experience in working with customers to implement web-based applications.
Ability to present and communicate complex qualitative information/data in an easily understood format.
Excellent analytical, organizational and problem-solving skills with strong attention to detail.
Ability to understand customer needs and tailor communications to those needs.
Experience defining and documenting business processes and transaction flows.
Excellent interpersonal, communication (verbal and written) and presentation skills.
Ability to oversee multiple accounts, projects, deadlines, and milestones.
Working knowledge of Microsoft Office and Google Workspace tools, including Word/Google Docs, Excel/Google Sheets, PowerPoint/Google Slides, and Outlook/Gmail.
Preferred: experience with pharma, medical device, NFP, academic, or governmental organizations; regulated industries; software sales; research projects or systematic reviews; DistillerSR products; life sciences, library sciences, or biosciences.