Customer Success Manager (Life Sciences SaaS)

Location: Hybrid/Remote, reporting to an office in Pennsylvania or North Carolina; hybrid workers attend the office 2 days per week. Periodic travel to client meetings and industry events is required.

Company

hirify.global's d-wise business designs, deploys, and supports validated cloud infrastructure for life-sciences and clinical trial organizations, including the AWS-based Accel Statistical Computing Environment with SAS, R, Python, and Posit.

What you will do

• Own and grow relationships across strategic pharmaceutical, biotech, and CRO accounts, engaging IT, biostatistics, clinical programming, procurement, and executive stakeholders.
• Advise clients on statistical computing and clinical data needs and map them to d-wise capabilities.
• Lead account planning, renewal tracking, upsell and cross-sell identification, contract renewals, and commercial negotiations with sales and legal.
• Run discovery and solution-scoping discussions, translating business and technical requirements into platform configurations and services.
• Coordinate with delivery, cloud engineering, support, and technical teams to configure client environments and resolve escalations.
• Monitor account health, address risks, relay client feedback to product and marketing, and represent d-wise at meetings, conferences, and user groups.

Requirements

• Bachelor's degree in biology, business, computer science, or a related field, or equivalent professional experience.
• Seasoned experience in account management, solution consulting, technical sales, or customer success, ideally in life sciences, SaaS, or cloud/infrastructure.
• Working knowledge of clinical trial data workflows, biostatistics, or statistical computing environments, with comfort discussing SAS and/or R concepts.
• Excellent communication and presentation skills, including the ability to translate technical concepts for technical and non-technical audiences.
• Demonstrated success managing complex client relationships, driving renewals, and identifying account growth opportunities.
• Experience with CRM tools such as Salesforce and structured account-planning frameworks.
• Strong project management, organizational, and cross-functional collaboration skills.
• Ability to travel periodically for client meetings and industry events.

Culture & Benefits

• Friendly, solutions-focused, high-performance environment with flexibility and ownership.
• Remote/home working with a one-off allowance; hybrid working includes 2 office days per week.
• Medical, dental, vision, life, long-term and short-term disability insurance.
• 401(k) matching plan, flexible spending account, and health savings account.
• 15 days of vacation, public holidays, and a vacation buy-and-sell scheme.
• Personal and technical development opportunities.

Hiring process

• Apply through the company application process; the Talent team will follow up with qualified applicants.