Senior Customer Success Manager

Prudentia Sciences is an AI-powered technology platform transforming how biopharma, biotech, and life sciences investors approach portfolio management. The Senior Customer Success Manager will drive commercial success for enterprise biopharma accounts by owning the full account lifecycle, implementing onboarding strategies, and ensuring long-term value realization for customers.

Responsibilities:

• Own the full account lifecycle for enterprise biopharma customers, from onboarding and implementation through renewal
• Design and implement onboarding strategies that compress time-to-value and set the foundation for adoption and growth
• Lead quarterly business reviews that translate usage data into a clear narrative of value realization
• Cultivate trusted relationships with platform users and senior stakeholders
• Monitor usage patterns, engagement signals, and business outcomes to proactively grow accounts and manage partnership risk
• Spot expansion opportunities early and mobilize cross-functional partners and Customer Success leadership to convert them
• Represent voice of the customer by surfacing and triaging recurring customer questions, friction points, and feature requests to the Product team
• Diagnose and resolve platform issues through systematic troubleshooting, documenting problems clearly and coordinating with Engineering on appropriate resolution paths
• Develop deep platform expertise that enables you to answer complex technical questions and guide customers through sophisticated workflows
• Create feedback loops that ensure technical issues inform long-term product improvements

Requirements:

• 5+ years of customer success, management consulting, partnerships, account management, or implementation experience in pharmaceutical, biopharma, biotech, or life sciences industries
• Working knowledge of drug development processes, portfolio management, and deal evaluation frameworks
• Strong technical aptitude, with the ability to quickly master sophisticated software platforms and translate technical capabilities into business value
• Clear, confident communication skills, including with senior client stakeholders
• Comfort operating in fast-paced, high-growth environments where priorities evolve quickly
• Direct experience in biopharma Search & Evaluation, Business Development, Licensing, Portfolio Management, or Strategy roles
• Track record of driving measurable customer outcomes, achieving retention and expansion targets
• Hands-on experience with AI/ML platforms, advanced analytics tools, or decision intelligence software
• Proficiency with customer success platforms (HubSpot, etc.)