Customer Success Manager

PAXAFE is a pharmaceutical logistics orchestration & decision intelligence SaaS platform that helps cold chain planning and logistics teams optimize their operations. The Customer Success Manager will lead complex customer implementations, manage project timelines, and ensure seamless integration of PAXAFE’s solutions for life sciences and logistics customers.

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
• Experience working with enterprise customers and regulated environments (GxP, compliance-driven processes)