Senior Enterprise Customer Success Manager (Life Sciences)

Bonterra exists to propel every doer of good to their peak impact. We measure that impact against our vision to increase the giving rate as a percentage of GDP from 2% to 3% by 2033. We know that this goal is lofty, but we are confident that the right technology and expertise will strengthen trust in the sector, allowing the social good industry to accelerate growth and reach peak impact. Bonterra's differentiated, end-to-end solutions collectively support a unique network of over 20,000 customers, including over 16,000 nonprofit organizations and over 50 percent of Fortune 100 companies. Learn more at bonterratech.com.

The Senior Enterprise Customer Success Manager (Life Sciences) will be responsible for overseeing the continued success of our largest pharmaceutical clients, ensuring they achieve deep and impactful adoption of our suite of SaaS products. This role will focus on driving long-term value, aligning with clients' mission-critical outcomes, and fostering strong relationships built on trust and satisfaction. The Enterprise Customer Success Manager- Pharma will proactively monitor the health and satisfaction of a designated portfolio of enterprise clients, maintaining a strategic cadence of interactions to ensure that each client is fully optimized on their deployed solutions. Additionally, the role will be responsible for driving successful renewals and ensuring clients maximize the value of their existing solutions over time. 

What You’ll Do  

• Serve as the primary point of contact for large pharmaceutical clients, building strong, long-lasting relationships with key stakeholders and decision-makers to effectively drive high client retention, loyalty and satisfaction. 

• Proactively drive product adoption by educating clients on best practices, features, and functionalities tailored to their specific needs within the pharmaceutical sector. 

• Act as the voice of the pharma customer within Bonterra, advocating for their needs and ensuring high levels of customer satisfaction to drive retention and long-term partnerships. 

• Develop and execute tailored success plans for each client, ensuring their business objectives are met and progress is regularly reviewed. 

• Partner with internal teams including Sales, Product, Professional Services, and Support to ensure alignment on client needs, escalate issues as necessary, and provide feedback to enhance product offerings. 

• Provide regular updates on client health, success metrics, and account status. Use data and analytics to measure outcomes and identify opportunities for continuous improvement. 

• Stay up to date on pharmaceutical industry trends, funding, policy, regulations, and emerging technologies to better serve our clients and provide them with forward-thinking solutions. 

• Proactively identify potential issues, risks, and roadblocks, and work to resolve them efficiently, ensuring minimal disruption to the client’s operations. 

• Collaborate with the sales organization to map complex organizations and ensure a successful client lifecycle with opportunities for renewal, cross-sell and upsell ​. 

• Develop, prepare, and nurture clients for advocacy and reference ability. 

• Continuously improve internal processes, technologies, and workflow to enrich client experience, maximize efficiency of internal teams, and drive results.