Lead Customer Success Manager

manage key strategic accounts and lead high-priority initiatives of Cytel’s Customer Success organization. Key responsibilities include: spearheading the establishment and enhancement of new customer relationships to foster loyalty; maintaining high levels of retention throughout the existing customer base; ensuring customer satisfaction by delivering unparalleled technical, statistical, and product support; nurturing open discussion about innovative industry practices; and extensively collaborating with internal departments to orchestrate a seamless and superior customer experience

1. Customer Relationship Management:
   1. Spearhead the establishment and nurturing of customer relationships.
   2. Collaborate closely with Account Management team and others to create a seamlessly coordinated and exceptional customer experience
2.  Technical Expertise and Support:
   1.  Provide advanced technical, statistical, and product support.
   2. Maintain an exhaustive understanding of Cytel products and services, ensuring the ability to guide both customers and junior team members effectively.
   3. Support Product Managers in prioritizing and testing new feature releases, as well as direct support on content development for communication about new version releases of Cytel’s products. 
3. Strategic Customer Success Planning:
   1. Work closely with the VP of Customer Success to optimize existing processes and establish new ones where needed
   2. Conduct in-depth and strategic meetings with customers to review account activities, usage data, and advanced business goals.
   3.  Drive the development and implementation of Customer Success Plans.
4. Training Excellence and Communication:
   1. Develop advanced training materials and deliver sophisticated training workshops on Cytel products.
   2. Enhance and refine training materials and communication infrastructure.
   3. Identify client projects that can be used as public presentations and collaborations. 
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• Education: Graduate degree in Mathematics, Statistics, Computer Information Systems, Biostatistics, or a similar field.
• Experience: Minimum 8 years of related experience, demonstrating leadership in customer success, preferably within the life science industry or health technology products. Proficiency with Salesforce, Pendo, and Confluence is a plus.
• Skills:

• Demonstrated knowledge of Cytel’s products and services.
• Exceptional written and verbal communication skills.
• Strong leadership, mentoring, and organizational skills.