Client Success Manager

JobTitle:Client Success Manager

• Reportsto:Vice President, Client Success
• Status:Employee, Exempt
• Location:Remote
• Travel:Less than 20%
• Compensation:$80K DOE
• Target Hire Date:November 2025

Company Summary

Dr.Evidenceis the preeminent Al-enabled landscape intelligence platform for life sciences, delivering dramatic efficiencies from development through commercialization.With 20 years of domainexpertiseserving top- and mid-tier pharmaceutical and emerging biotech organizations, across brands and generics, we help clients drive regulatory and commercialization success.

Position Objectives and Focus

TheClient Success Manager (CSM)identifiesand understandsclients strategic and tactical goalstoensureDr.Evidenceisenablingour clients'success in achievingthose goals.

The ClientSuccess Manager willinitiate,maintainand grow client
relationships,implementsuccess programs,ensure client satisfaction,renewaland expansion.Day-to-dayactivities include
pre-sales support,onboarding,trainingandclient issue management. As the primary point of contact for clients, the CSM coordinates across functional areas of the company, includingSales, Marketing and Technology teamsto create, deliver and evaluate tailored client engagement plans and processes that driveadoption and ensure value generationfor clients.

Responsibilities

• Build strong trust-based relationships with users and client sponsors, often at the Director level and above.

• As the product expert, driveadoptionoftheDr.Evidenceplatformbased on a deep understandingof life science processes,conveying that knowledge viademonstrations,training, technicalassistance, platform evangelism,configurationand customizationrequests.

• Manage the onboarding experience for clients. Deliver group training and 1:1sessionsto ensure understanding and deep adoptionwithin the client organization.

• Representthe internal voice of the client.Bring togetherresourceswithin the organizationtocreate solutions for clientsas needed.

• Take ownershipofeach clients success andvalidateROI withDr.Evidenceproducts. Proactively consultwith clientsto fully understand their needs,activelyresolve painpointsanddocumentvalue generation.

• Maintain clientutilizationmetrics, reports and KPIs. Createprofessionalinternal andclient-facing reports.Deliver client scorecard on a quarterly basis.

• Solicit references, referrals, casestudiesand testimonials from clients.

• Collaborate internally with product, marketing,salesandtechnologyteams to communicateclientperspectiveandprioritiestoenable solutionsandfeaturesthatmeetcurrent and futureclient and market needs.

• Initiate and manage the engagement renewal process,coordinate timingwithsales teamandidentifyexpansionopportunities.

• Manage client incoming requests and tickets, prioritizingand resolvingexpeditiouslyto the satisfaction of the client.

• Create and updateuser-facingtraining materialsincludingin-system help content, quick guides, targeted training videos, FAQs,webinarsandotherresources.

RequiredQualifications

• Deep understandingofthedrug development lifecycleand related
  workflows.

• Experiencetraininglife sciencesteamstoleverageaSaaSplatform toachieveclientdeliverables.

• Excellent presentation, writing and oral communication skills, with the ability to deliver engaging presentations via phone, online and in person.

• 4 years of experience inclient success,client relationship management
  or equivalent.

• Strong analyticalskills,with theability to collect and assessdata for strategic insightsto enable clientand internaldecision making.

• Able to effectively prioritize and execute tasks in a dynamic,fast-pacedenvironment.

• Team-orientedwith a solution-driven outlook, focusedonclient and business success.

• Ability to collaborateeffectively with global stakeholders across multiple time zones, occasionally accommodatingengagementoutside of traditional workhours.

• Education:BS/BArequired, MPH or clinical degree a plus.