Enterprise Customer Success Manager

Role Overview

• Own the overall health, retention, and growth of assigned enterprise customer accounts.
• Build trusted, long-term relationships with senior stakeholders across finance, accounting, FP&A, and R&D organizations.
• Act as the primary escalation point for customer needs, ensuring issues are resolved quickly and professionally.
• Develop a deep understanding of each customer’s clinical portfolio, financial workflows, and strategic priorities.
• Drive adoption of Condor across accounting and FP&A use cases, ensuring customers realize measurable value from the platform.
• Partner with customers to define success metrics and track progress against agreed outcomes.
• Proactively identify risks to adoption or satisfaction and implement mitigation plans to prevent churn.
• Ensure customers are using Condor in a way that aligns with audit readiness, governance, and best practices.
• Plan and lead executive-level Quarterly Business Reviews that clearly articulate value delivered, adoption trends, and forward-looking opportunities.
• Translate platform usage and financial outputs into business-relevant insights for finance and R&D leadership.
• Serve as a strategic thought partner to customers on clinical trial accounting and FP&A trends and best practices.
• Identify and qualify expansion opportunities across additional trials, programs, and functional use cases.
• Partner closely with Sales, Professional Services, and Product teams to support upsell and cross-sell motions.
• Help customers build internal business cases for expanding Condor’s footprint across their organization.
• Collaborate with Professional Services to ensure smooth handoffs from implementation to steady-state success.
• Work closely with Product to relay customer feedback, emerging needs, and enterprise requirements.
• Contribute to the development of customer success playbooks, health scoring models, and best practices.

Requirements

• Bachelor’s degree in Finance, Accounting, Life Sciences, or a related field. Advanced degree or CPA preferred.
• 8 or more years of experience in customer success, consulting, finance, accounting, or a related client-facing role.
• Strong working knowledge of clinical trial accounting and FP&A concepts, including accruals, forecasting, budgeting, and variance analysis.
• Direct experience working with or supporting biopharma organizations, CROs, or life sciences technology platforms.
• Proven experience managing enterprise accounts with complex stakeholder environments.
• Comfort engaging with senior finance, FP&A, and clinical executives as a trusted advisor.
• Demonstrated ability to run effective QBRs, measure account health, and drive retention and expansion.
• Strong judgment and communication skills, with the ability to navigate sensitive conversations around value, performance, and renewal.
• Ability to interpret financial data, platform usage metrics, and customer KPIs to assess health and identify risks or opportunities.
• Experience working with enterprise software platforms, ideally in finance or life sciences.
• Strong organizational skills with the ability to manage multiple high-touch enterprise accounts simultaneously.
• Executive presence and professionalism that earns credibility with sophisticated biopharma customers.
• Client-first mindset with a bias toward proactive problem-solving and value creation.
• High standards for quality, follow-through, and accountability.
• Comfortable operating in a fast-growing, high-expectation environment with enterprise customers.

Benefits

• Competitive compensation and meaningful equity participation
• Comprehensive employee benefits, including 100% company-paid health, dental, vision, and life insurance
• 401(k) plan with a 3% company match that vests immediately
• Unlimited PTO