Principal Customer Success Manager - Pharma

Location: US Remote; an in-person final interview is required and may require travel depending on location.

Salary: $145,000–$160,000 per year based on experience, plus variable performance-based commission and stock options.

Company

hirify.global provides a healthcare information platform using data and AI technology to generate medical insights, support doctor interactions, and improve patient outcomes and drug development.

What you will do

• Own strategic relationships and large-scale customer programs for complex enterprise accounts across hirify.global’s Clinical or Medical & Commercial product lines.
• Lead cross-functional initiatives involving customer business units, internal teams, System Integrators, implementation partners, and executive stakeholders.
• Drive implementation, adoption, value realization, retention, renewal readiness, and expansion opportunities through account strategy and success plans.
• Lead executive business reviews and communicate performance against KPIs, ROI, and strategic impact.
• Serve as the internal voice of the customer, providing structured feedback to Product, Engineering, Sales, Support, and leadership.
• Identify and mitigate account risks while improving MAUs, NPS, CSAT, retention, and ARR.

Requirements

• 5+ years of experience in Customer Success, Account Management, Consulting, Program Management, or equivalent strategic customer-facing work within an Enterprise or Strategic B2B SaaS environment.
• Demonstrated experience owning complex, high-ARR accounts with senior stakeholder engagement.
• Strong project management experience across multi-threaded, high-priority initiatives.
• Proven ability to manage renewals, mitigate risk, and identify expansion opportunities.
• Ability to establish credibility quickly and manage strategic customer relationships with little ramp-up.
• Exceptional ownership, accountability, judgment, and ability to work independently with minimal oversight in ambiguous situations.
• Ability to influence without authority, lead cross-functional teams, manage complex stakeholder dynamics, and bring structure to difficult customer situations.

Nice to have

• Experience working in or with Life Sciences organizations.
• Medical Affairs or Clinical experience.

Culture & Benefits

• Remote work arrangement within the United States, with an in-person final interview required.
• Inclusive workplace focused on equal opportunity, diversity, and accessibility.
• Variable commission based on performance.
• Stock options.

Hiring process

• All candidates must participate in an in-person final interview.
• The final interview may require travel depending on the candidate’s location.