Customer Success Manager (Remote)

Sorcero is a Certified B Corp that transforms decision-making in life sciences through its medical AI platform. The Customer Success Manager will build trusted relationships with customers, ensuring successful adoption of AI solutions and driving long-term customer satisfaction and retention.

Responsibilities:

• Support the sales team in customer implementations by translating customer needs and communicating it to the Product and Technology teams and ensuring implementation is being done according to agreed upon milestones
• Develop, communicate and manage implementation project timelines, resource allocation, and deliverables for new and existing implementations
• Ensure smooth transition from sales to implementation and ongoing support
• Provide regular insights to senior management on implementation trends, Customer success metrics, and growth opportunities
• Develop and execute strategies for long-term Customer satisfaction and retention
• Address complex technical challenges and drive continuous improvement in Customer operations
• Develop and implement best practices for Customer onboarding, support, and relationship management
• Gather and act on Customer feedback to enhance platform features and services
• Serve as the voice of the customer in identifying and developing new opportunities to expand our AI solutions in life sciences companies
• Collaborate with sales to design and present solutions based on the Sorcero platform for prospective Customers
• Serve as Product Evangelist and SME on calls with prospects in Customer meetings, articulating our value proposition

Requirements:

• Bachelor's degree in Business, Marketing or Communications
• 3+ years of experience in a client-facing role (Customer Success, Account Management) in B2B or SaaS environments
• Proven track record in project management and complex technical solution implementation
• Excellent communication and presentation skills
• Ability to manage multiple projects simultaneously
• Strong problem-solving and analytical skills
• Proficiency in CRM software
• Proven track record in building and maintaining customer relationships
• Experience in developing and implementing customer success strategies
• Ability to work in a fast-paced, dynamic environment
• Adaptability to changing technologies and industry trends
• Experience in a startup/ high growth environment
• Project Management certification preferred
• AI or Machine Learning certifications a plus
• Fluency in English (additional languages beneficial)
• Comprehensive understanding of life sciences industry, including regulatory and compliance requirements
• Broad understanding of AI technologies and their applications in life sciences, specifically in the medical affairs domain
• Proficiency in data science concepts and practical application
• Knowledge of medical and scientific communication processes in pharma/biotech