Customer Success Manager - CRM Suite

Accountabilities

• Proactively engage with customers to understand their business initiatives, strategic priorities, success criteria, milestones, and organizational culture.

• Build relationships with key stakeholders across commercial and medical functions to strengthen CRM management practices and support long-term success.

• Educate customers on CRM products, available services, operating models, and recommended approaches to maximize their technology investments.

• Assess how customers manage and use their CRM platforms, identifying opportunities to improve efficiency, effectiveness, adoption, and overall business value.

• Demonstrate CRM capabilities through relevant use cases, practical examples, industry best practices, and guidance on addressing known challenges or capability gaps.

• Analyze customer needs and provide actionable recommendations that align CRM capabilities with business objectives.

• Serve as a liaison between customers and internal product teams, gathering and communicating customer insights to inform product priorities and roadmap development.

• Guide customers in adopting new product releases through effective governance, change management, and ongoing optimization strategies.

• Act as a trusted advisor who influences customer decision-making, encourages organizational change, and promotes continuous improvement.

• Collaborate with internal product, support, sales, services, and business consulting teams to coordinate customer initiatives and deliver a consistent customer experience.

Requirements:

• At least 7 years of experience with CRM consulting, implementation, or delivery, ideally involving Veeva CRM, Vault CRM, or comparable platforms.

• Demonstrated success acting as a strategic and trusted customer advisor, with the ability to influence stakeholders and drive organizational change.

• Strong communication and presentation skills, including the ability to explain complex technical and business concepts to audiences across business and IT functions.

• Excellent analytical skills, with the ability to interpret customer requirements, product utilization data, and other information to identify trends and improvement opportunities.

• A proactive, self-directed working style, with the ability to take ownership of customer assignments and manage ongoing success independently.

• Strong relationship-building, consulting, problem-solving, and stakeholder management capabilities.

• Willingness and ability to travel up to 15% as required.

• Must reside in the United States and be legally authorized to work there.

• Preferred: Experience in the life sciences sector, including biotechnology, pharmaceuticals, medical devices, or diagnostics.

• Preferred: Experience with CRM or Vault implementations in highly regulated industries, such as financial services, energy, chemicals, agriculture, or food production.

• Preferred: Experience in CRM program management, including governance, adoption, and change management.

Benefits:

• Base salary: $75,000–$115,000 USD, depending on qualifications, experience, and location.

• Potential additional compensation, including variable bonuses and/or stock bonuses, subject to eligibility.

• Medical, dental, and vision insurance.

• Basic life insurance coverage.

• Flexible paid time off (PTO).

• Company-paid holidays.

• Retirement programs.

• A charitable giving program with a 1% contribution.

• Remote work flexibility, allowing you to work from an environment that suits your needs.

• The opportunity to support technology adoption and innovation within the life sciences industry.