Principal Customer Success Manager (Pharma)

TL;DR

Principal Customer Success Manager (Pharma): Serving as a strategic advisor to a portfolio of large and complex pharma customers to drive platform adoption, value realization, and account growth with an accent on executive stakeholder management and cross-functional leadership. Focus on designing account strategies, mitigating churn risk, and translating customer feedback into product roadmap improvements.

Location: Remote (US)

Salary: $115,000 – $135,000 per year plus variable commission and stock options

Company

hirify.global is a data and AI-powered platform designed to optimize doctor interactions globally, promoting health equity and accelerating an inclusive drug development lifecycle.

What you will do

• Own end-to-end relationships for a portfolio of hirify.global's largest and most complex pharma and CRO customers.
• Lead cross-functional initiatives and establish governance to ensure successful execution across internal and external teams.
• Develop and drive account strategies, including implementation plans, success metrics, and renewal readiness.
• Conduct regular executive business reviews to articulate performance against KPIs and ROI.
• Act as the voice of the customer, providing structured feedback to product and engineering teams.
• Improve key account metrics including MAUs, NPS, CSAT, retention, and ARR.

Requirements

• 5+ years of experience in Customer Success, Account Management, or Consulting within an Enterprise B2B SaaS environment.
• Proven track record of owning complex, high-ARR accounts with senior stakeholder engagement.
• Strong project management experience across multi-threaded, high-priority initiatives.
• Must be based in the United States.
• Experience working with Life Sciences organizations, specifically Medical Affairs or Clinical experience, is strongly preferred.

Culture & Benefits

• Opportunity to work on a mission-driven platform promoting global health equity.
• Competitive compensation package including base salary, variable commission, and stock options.
• Remote-first work environment.
• Commitment to diversity, equity, and inclusion with a focus on accessible workplace accommodations.