Senior Client Success Manager
5 days ago
Santa Monica
Job DescriptionSalary: Starts $80k+ DOE Job Title: Client Success Manager • Reports to: Vice President, Client Success, • Status: Employee, Exempt, • Location: Remote, • Travel: Less than 20%, • Compensation: $80K+ DOE, • Target Hire Date: August 2025 Company Summary Dr.Evidence is the preeminent Al-enabled landscape intelligence platform for life sciences, delivering dramatic efficiencies from development through commercialization.With 20 years of domain expertise serving top- and mid-tier pharmaceutical and emerging biotech organizations, across brands and generics, we help clients drive regulatory and commercialization success. Position Objectives and Focus The Client Success Manager (CSM) identifies and understands clients strategic and tactical goals to ensure Dr.Evidence is enabling our clients' success in achieving those goals. The Client Success Manager will initiate, maintain and grow client relationships, implement success programs, ensure client satisfaction, renewal and expansion. Day-to-day activities include pre-sales support, onboarding, training and client issue management. As the primary point of contact for clients, the CSM coordinates across functional areas of the company, including Sales, Marketing and Technology teams to create, deliver and evaluate tailored client engagement plans and processes that drive adoption and ensure value generation for clients. Responsibilities • Build strong trust-based relationships with users and client sponsors, often at the Director level and above., • As the product expert, drive adoption of the Dr.Evidence platform based on a deep understanding of life science processes, conveying that knowledge via demonstrations, training, technical assistance, platform evangelism, configuration and customization requests., • Manage the onboarding experience for clients. Deliver group training and 1:1 sessions to ensure understanding and deep adoption within the client organization., • Represent the internal voice of the client. Bring together resources within the organization to create solutions for clients as needed., • Take ownership of each clients success and validate ROI with Dr.Evidence products. Proactively consult with clients to fully understand their needs, actively resolve pain points and document value generation., • Maintain client utilization metrics, reports and KPIs. Create professional internal and client-facing reports. Deliver client scorecard on a quarterly basis., • Solicit references, referrals, case studies and testimonials from clients., • Collaborate internally with product, marketing, sales and technology teams to communicate client perspective and priorities to enable solutions and features that meet current and future client and market needs., • Initiate and manage the engagement renewal process, coordinate timing with sales team and identify expansion opportunities., • Manage client incoming requests and tickets, prioritizing and resolving expeditiously to the satisfaction of the client., • Create and update user-facing training materials including in-system help content, quick guides, targeted training videos, FAQs, webinars and other resources. Required Qualifications • Experience training life sciences teams to leverage a SaaS platform to achieve client deliverables., • Excellent presentation, writing and oral communication skills, with the ability to deliver engaging presentations via phone, online and in person., • Strong analytical skills, with the ability to collect and assess data for strategic insights to enable client and internal decision making., • Able to effectively prioritize and execute tasks in a dynamic, fast-paced environment., • Team-oriented with a solution-driven outlook, focused on client and business success., • Ability to collaborate effectively with global stakeholders across multiple time zones, occasionally accommodating engagement outside of traditional work hours.