Senior Customer Success Manager

Framingham, MAfull timeRemote

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senior

$93k–$139k

H1B: no

Definitivehc The Senior Customer Success Manager owns the end-to-end customer experience and net dollar retention for a portfolio of enterprise life sciences customers. This role drives product adoption, documents measurable ROI, and influences renewal and expansion outcomes.

Responsibilities

Customer Lifecycle Ownership: Own the customer experience across the full lifecycle, including onboarding, adoption, renewal, and expansion, with each stage tied to a clear, documented business outcome.
Value-Selling & ROI Documentation: Apply value-selling methodology to build and maintain account-level business cases that quantify the ROI delivered through product usage, analytics, and services.
Onboarding Leadership: Lead onboarding by aligning stakeholders on priority use cases and setting measurable adoption targets from day one.
Executive Business Reviews: Run QBRs and executive reviews centered on documented value, with strategic roadmaps, outcomes achieved, and ROI realized.
Renewal Risk Management: Proactively identify and neutralize renewal risk by deploying risk mitigation strategies that protect NDR before risk is communicated.
Renewal & Expansion Strategy: Own the renewal narrative by translating delivered value into a renewal/expansion business case, partnering with Account Management to directly influence renewal decisions and negotiate expansion.
Account Value Roadmapping: Maintain a living value roadmap per account, including key stakeholder mapping, to proactively identify expansion opportunities backed by documented ROI.
Cross-Functional Coordination: Coordinate across Product, Sales, Marketing, Advanced Analytics, and subject matter experts to resolve customer needs quickly and consistently.

Qualification

Ability to operate as a credible

Required

5-7+ years of deep experience as a Customer Success Manager, ideally within a DaaS, pharmaceuticals, or consulting environment.
Demonstrated strategic ownership of a $5M+ enterprise book of business, with accountability for renewal and net dollar retention (NDR) targets across the portfolio.
Proven track record using value-selling and ROI documentation to retain and grow an enterprise portfolio at 95%+ NDR.
Ability to operate as a credible, strategic counterpart to customer C-suite stakeholders.
Strong understanding of life sciences workflows (Commercial, Medical, Market Access, Marketing, R&D, HEOR) and the ability to connect data adoption to quantifiable business outcomes.
This is a quota/NDR-accountable individual contributor role; the job description does not indicate people-management responsibility.