Customer Success Manager

Mission: Our Customer Success organization serves as a strategic partner to our customers—helping them unlock measurable value, achieve their business objectives, and realize the full potential of our solutions. Through proactive, data-driven engagement, the CS team will accelerate time-to-value, drive adoption and outcomes, and maximize customer lifetime value. This customer-centric approach will not only deepen customer loyalty but also fuel growth in recurring revenue.
Position Summary:As a Customer Success Manager, you will serve as a trusted advisor to our customers, ensuring they realize the full value of our solutions. You’ll own customer relationships post-sale and partner cross-functionally to drive adoption, customer satisfaction, and revenue retention and growth.  
This role is ideal for someone who thrives in a fast-paced, high-impact environment and is passionate about delivering exceptional customer experiences in regulated industries.

Key Responsibilities

• Serve as the primary point of contact for a portfolio of strategic accounts in the Life Sciences sector
• Drive product adoption, usage, and customer engagement through onboarding, training, and ongoing customer lifecycle touch points  
• Support customers with post implementation onboarding support and informal training/best practice sharing 
• Ability to develop and deliver strategic business reviews to multiple levels within the customer organization 
• Understand customer outcomes, goals, key metrics, common challenges, and business processes to ensure alignment to Model N’s offerings
• Monitor data driven health indicators, usage patterns, and customer sentiment; proactively mitigate risk and address concerns
• Collaborate with Sales, Product, Support, and Services to deliver an integrated customer experience
• Help customers realize value, capture and provide RoI, and partner with sales ahead throughout the customer lifecycle 
• Own standard renewal events with ability to negotiate and leverage data to drive revenue retention 
• Identify opportunities for upsell and expansion of existing customers 
• Capture and represent customer feedback internally and provide actionable recommendations to improve product and service delivery
• Maintain accurate customer records and activity tracking in technology platforms such as CRM (e.g., Salesforce, Gainsight)

Qualifications:

• Minimum 4+ years of experience in Customer Success     
• Strong understanding of the Life Sciences industry (Pharma, Biotech, or Medtech) and its regulatory/compliance challenges preferred 
• Experience with Enterprise Software, Cloud/SaaS environments
• Proven track record of managing customer relationships, driving adoption, and achieving retention targets
• Excellent communication, problem-solving, and stakeholder management skills
• Experience with Customer Success and Sales platforms (e.g., Gainsight, Salesforce, Totango) and CRM tools
• Bachelor’s degree required
• May require up to 25% travel to onsite customer visits

At Model N we offer fair, equitable and competitive salary ranges for all positions. Compensation varies depending on factors that may include a candidate’s relevant experience, education and/or certifications, location, training, and other skills.  Additionally, Model N offers a robust total rewards package that supports individuals to be their best and protects the well-being of participating dependents. Such benefits include medical, dental, vision, health savings, flexible savings, commuter benefits, matching 401K, PTO, VTO, life insurance, pet insurance, employee assistance programs, mental health programs, charitable giving, coaching, career growth and much more.  The base salary for this position will be $78,700 - $150,000.  If your salary expectations are outside of this range, feel free to apply and discuss your expectations with our recruiters.  We are constantly opening up new positions and you might match another opening at a different level.  
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About Model N  Model N is the leader in revenue optimization and compliance for pharmaceutical, medtech, and high-tech innovators. For more than 25 years, we have helped customers maximize revenue, streamline operations, and maintain compliance through cloud-based software, value-add services, and data-driven insights. With a focus on innovation and customer success, Model N empowers life sciences and high-tech manufacturers to bring life-changing products to the world more efficiently and profitably. Model N is trusted by over 150 of the world’s leading companies across more than 120 countries. For more information, visit www.modeln.com.  Equal Opportunity Statement Model N values diversi