Customer Success Manager

PAXAFE is a pharmaceutical logistics orchestration & decision intelligence SaaS platform that helps cold chain planning and logistics teams. The Customer Success Manager will drive successful deployments and long-term value for life sciences and logistics customers, leading complex implementations and ensuring seamless integration across systems.

Responsibilities:

• Lead end-to-end customer implementations across PAXAFE’s platform (Command Center, Lane Qualification, Auto Product Release, Risk Intelligence), with a strong focus on timeline, scope, and delivery quality
• Own project management responsibilities — building project plans, managing milestones, tracking risks, and ensuring accountability across internal and external stakeholders
• Translate pharmaceutical and supply chain requirements into structured implementation plans, aligning system capabilities with operational workflows
• Manage complex integration projects involving APIs, webhooks, IoT devices, and third-party systems (e.g., ERP, WMS, TMS, telematics)
• Act as the primary point of contact for customers during implementation and expansion phases — ensuring clarity, momentum, and trust
• Drive ongoing customer programs as clients expand their control tower capabilities — managing new integrations, feature rollouts, and optimization initiatives
• Partner closely with Product and Engineering to resolve blockers, refine requirements, and ensure scalable, high-quality deployments
• Capture and operationalize customer feedback to influence product roadmap and improve implementation playbooks
• Build repeatable processes and frameworks to scale implementations across a growing customer base
• Support training, documentation, and enablement for both customers and internal teams

Requirements:

• 6-15 years of experience in Project Management, Customer Success, or Implementation roles within SaaS, pharma, or supply chain environments
• Strong project management background — experienced in leading complex, multi-stakeholder implementations with clear structure and execution discipline
• Technical fluency — understands APIs, JSON, system integrations, and data flows; comfortable reviewing API documentation and using tools like Postman
• Ability to translate between business and technical teams — ensuring alignment across operations, IT, and engineering
• Highly organized and proactive — able to manage multiple workstreams and drive outcomes in a fast-paced environment
• Comfortable working in a startup environment — adaptable, resourceful, and willing to build structure where it doesn't yet exist
• Domain experience in life sciences, pharma, biotech, or regulated supply chains is strongly preferred
• Experience working with enterprise customers and regulated environments (GxP, compliance-driven processes) is a strong plus