Enterprise Customer Success Manager

Condor is a high-growth company focused on transforming clinical development through financial intelligence. They are seeking an Enterprise Customer Success Manager to build and maintain relationships with biopharma customers, ensuring the effective use of their platform and driving measurable business impact.

Responsibilities:

• 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
• 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
• Advanced degree or CPA preferred