Customer Success Manager - McCreadie Group

eRezLife Software, through its partnership with Cordance, is seeking a Customer Success Manager to manage a portfolio of customers and ensure their successful adoption and engagement with the company's products. The role focuses on driving customer retention and satisfaction by providing support, insights, and collaboration with cross-functional teams.

Responsibilities:

• Manage a portfolio of small to mid-sized accounts to ensure successful adoption, engagement, and renewal
• Monitor customer health metrics to identify renewal risks early and take corrective action
• Recommend add-ons, contract expansions, or upgrades based on customer usage patterns or needs
• Collaborate with the sales team to provide product demonstrations and address potential client inquiries
• Identify any customer dissatisfaction that may impact contract renewals and recommend strategies to mitigate churn risk
• Develop a trusted advisor relationship with customers; build and maintain strong, long-lasting customer relationships
• Monitor and analyze customers’ usage of our product, report on trends to management, provide suggestions based on findings
• Collaborate and assist in maintaining a library of best practices based on customer interactions and subject matter expertise in collaboration with the other research products team members
• Travel as needed to represent the Research Product business unit for customer site visits, implementations, and sales and marketing opportunities
• Provide technical support for customers using established company processes and tools (Customer Support software, CRM, phone, email)
• Maintain a high standard of responsiveness, ensuring high levels of customer satisfaction with our support experience
• Provide backup and cross coverage of customer support as needed which may include after normal business hours to support customer across the country and global customers
• Develop and maintain subject matter expertise in Research Pharmacy by participating in educational opportunities, reading professional publications, maintaining professional networks, and participating in professional organizations
• Collaborate with the Director of Customer Success, VP of Business Solutions and Research Pharmacy Team to consult with customers on best practices and innovative uses of software features
• Offer guidance and feedback on all customer and prospect communications, including the McCreadie Group website, newsletters, training, and sales and marketing materials
• Work with the Research Pharmacy Team and the Development Team on all open issues relating to the Research Product based on feedback provided by Research Product Team members
• Provide recommendations to the Director of Customer Success relating to the direction of Research Products based on customer feedback and interactions
• Translate enhancement requests into high-level specs to design company's products as assigned
• Assist with testing of research product releases and new features in collaboration with the Research Products Team
• Provide or assist with customer implementation and training for new Research Product clients as needed
• Assist in creating and maintaining all user documentation to ensure customers can successfully use the research products
• Perform other duties as needed

Requirements:

• Subject matter expertise in research pharmacy (Investigational Drug Services) at clinical sites
• Minimum 3 years of relevant pharmacy research experience required and/or
• Minimum 3 years of Vestigo use
• Demonstrated ability to manage protocols, amendments, and protocol close out
• Demonstrated ability to operate an IDS service
• Demonstrated superior client relationship management skills
• Familiarity with CRM/CS tools (Salesforce, HubSpot, etc.)
• Strong collaboration skills and eagerness to learn
• Advanced user of Word, Excel and PowerPoint
• Excellent organizational skills with ability to work independently and manage projects with many moving parts
• Ability to perform duties in an efficient, professional, and courteous manner
• Excellent written and verbal communication skills
• Must be eligible to work in the U.S
• Certified Pharmacy Technician (CPhT)
• Bachelor's degree preferred or equivalent practical experience
• 3–5 years of experience in Customer Success, Account Management, or Professional Services in a SaaS or tech environment
• Experience in B2B SaaS or tech, managing multiple customer accounts and driving retention and adoption
• Familiarity with Help Desk processes and software (Kayako, HubSpot etc)
• Experience managing renewals and supporting price increase or expansion initiatives
• Fluent in French and other languages