Customer Success Manager (Life Sciences)

Overview

The Customer Success Manager (CSM) is a key member of Exostar’s Go-To-Market team. In this role, you will partner closely with customers to deliver outstanding experiences, ensure they realize maximum value from the Exostar platform, and help them operationalize our products within their business.

The CSM collaborates with the Head of Customer Success, as well as leaders across Sales, Solutions Consulting, Onboarding, Professional Services, Product, Support, and Operations. You will be a visible contributor to the Go-To-Market team, bringing urgency, passion, and customer advocacy to every interaction.

Responsibilities:

Your day if you join us

• Partner with assigned customer accounts to ensure they achieve value from Exostar solutions—supporting renewal and expansion opportunities.
• Develop and maintain a deep understanding of customers’ operational processes to guide usage of Exostar products and identify expansion opportunities.
• Manage, prioritize, and drive resolution of open customer items by coordinating with internal Exostar stakeholders, providing proactive updates throughout.
• Lead regular operational reviews with customers, discussing support tickets, case metrics, and ongoing performance.
• Collaborate with services delivery teams to ensure successful execution of service engagements and extended support contracts for assigned accounts.
• Mentor and train junior Customer Success team members as needed.
• Support the development and implementation of systems and tools that provide performance metrics and insights into Customer Success effectiveness.

Basic Qualifications:

You are a great fit for this role if you:

Required

• 5 years of experience in Customer Success or similar customer-facing role
• Experience supporting customers in regulated industries (Life Sciences, Healthcare, Pharma)
• Proven experience managing and closing renewal portfolios of $3M annually
• Demonstrated experience generating and closing $250K expansion opportunities
• Strong problem-solving mindset with a commitment to seeing issues through to resolution
• Passion for helping customers achieve success
• Strong executive presence and ability to engage customers at all levels
• Ability to influence through persuasion, negotiation, and consensus building
• Exceptional attention to detail

Preferred

You are exactly who we are looking for if you:

• Experience with Life Sciences Clinical Trial Operations a plus
• Direct experience with IAM SaaS solutions
• Experience supporting customers in GxP-regulated life sciences environments (e.g., GCP, GMP, GLP), including collaborating with customer stakeholders on compliance considerations, validation expectations, and best practices for operating SaaS solutions in regulated settings.

Location: Herndon, VA, Cincinnati, OH- Hybrid) 3x/week)

Remote Locations: NC, GA, TX, NJ, PA, IL, DC, MD, OH, FL, SC, VA, CO, IN

About Exostar

Exostar’s cloud-based platforms serve the Aerospace & Defense, Life Sciences, Healthcare, and other highly regulated industries by enabling secure collaboration, information sharing, and compliance. We build trusted communities and deliver insights that help organizations mitigate risk and operate more efficiently.

• We believe in employee development: we promote internally and provide training and educational assistance
• We provide a fun, engaged workplace, with social and community-building events
• We offer comprehensive benefits and flexible time off plans

Exostar is an Equal Employment Employer. The company provides equal employment opportunities to all applicants without regard to race, color, religion, sex, national origin, age, marital status, disability status or genetic information. Exostar is committed to providing equal employment opportunities for all persons in all facets of employment including recruiting, hiring, compensation, promotion, training, benefits, transfers and working conditions.