Customer Success Manager - Life Sciences & SaaS (CAN)

ACTO Technologies; Toronto; Hybrid; CAD 90,000 - 110,000; Full time

Benefits offered by this job

Remote work with travel

Company MacBook

Group benefits

RRSP participation

Flexible PTO

Job summary

ACTO is seeking a Customer Success Manager for Life Sciences & SaaS in Toronto. This hybrid role involves managing enterprise and mid-market accounts, driving adoption, renewals, and growth, and delivering strategic guidance with proactive support to implementations.

You will collaborate with cross-functional teams, leverage AI tools, and develop executive-level business reviews to demonstrate value and drive outcomes for life sciences clients.

Qualifications

• Minimum 2 years of experience in a customer success and/or program management role.
• Familiarity with AI tools is a plus.
• Life-sciences experience preferred.

Responsibilities

• Own and manage a growing enterprise and mid-market client base in Life Sciences and SaaS.
• Develop and execute a Customer Success strategy to drive adoption and renewals.
• Provide proactive guidance, best practices, and strategic support to implementations.
• Collaborate with cross-functional teams to ensure client success and growth.
• Deliver Executive Business Reviews to executives and key stakeholders.

Skills

Customer success

Program management

AI tools

Life sciences experience

Education

Bachelor's Degree

Tools

Salesforce

Replicon

Job description

Customer Success Manager - Life Sciences & SaaS (CAN)

Customer Success Full Time TORONTO, ON Hybrid $90,000 - $110,000 CAD per year

Job Location: GTA, Remote with some travel

Reports to: VP, Customer Success

Compensation: $90,000 - 110,000 OTE

About us:

ACTO is an AI-powered Intelligent Field Excellence (IFE) platform built for Life Sciences that helps Sales, Marketing, and Medical teams improve customer engagement and brand performance by turning field professionals into "Masters of the Message" who engage HCPs and their support teams with authority and impact. With ACTO, biopharma companies can ensure field professionals are always competent, confident, and credible, delivering the right message to HCPs in face-to-face interactions, while providing senior leaders and frontline managers with the insight they need to drive continuous field force effectiveness. For more information on ACTO for Life Sciences, visit https://acto.com .

Mission: To become the trusted advisor to the relationship while focusing on the success, retention and growth of each of your client accounts.

Role Summary:

As a Customer Success Manager, you will be part of ACTO's growing Customer Success Team managing enterprise and mid-market clients. Your main responsibility will be to build strategic relationships with Executive Stakeholders, success and retention of his clients and additionally the health of each account. You will be responsible for the client journey with ACTO by providing them with proactive guidance, recommendations, best practices, platform training and provide strategic support to implementation specialists on any implementations.

Responsibilities:

• Own and manage the growing client base of ACTO enterprise and mid-market accounts including some of the world's leading organizations in the Pharmaceutical/Medical Devices industries focusing on increasing adoption, customer retention, and customer satisfaction
• Develop a Customer Success strategy for your clients, and successfully onboard new clients, assist to realize value, run executive business reviews and ensure client renewals/growth
• Develop adoption strategy with your customers to drive increase in usage and engagement
• Work with Services team to effectively Onboarding Customers, Train Admins and map out and execute implementation strategy
• Use AI and AI tools to support day to day work, continually improve performance and augment tasks
• Completely immerse yourself and build mastery in ACTO's mobile solution, business model, and guide clients on best practices to optimize the consumption of ACTO releases (e.g. governance and change management)
• Partner with Onboarding Consultants and Account Executives to ensure successful deployment and engagement with ACTO
• Consult with clients on their internal learning and development strategy and challenge leaders to drive change across their organization
• Develop detailed account plans and manage in conjunction with cross functional teams on an ongoing basis to manage renewals and identify upsell opportunities for each account
• Deliver Executive Business Reviews to senior leaders and key stakeholders to demonstrate ACTO's value, drive Account Plan execution, and identify upsell opportunities
• Utilize Salesforce, Replicon, and a variety of customer success, productivity, and AI-powered platforms to manage accounts, streamline workflows, and support data-driven decision-making
• Play an integral role as the voice of the client by creating a customer feedback loop with product management to surface client requests and help translate client feedback into product requirements
• Collaborate with the Marketing team to educate clients on new product features/releases by running Webinars, Email Campaigns, and User Meet-ups. In addition, grow customer advocacy initiatives such as case studies, references, customer testimonials, etc.

Recommended Experience:

• Minimum 2 years of experience in a customer success and/or program management role
• Ideal candidates will have worked with customers/vendors on large-scale projects
• Managed large-scale projects and held customers/vendors accountable on timelines, budget, and deliverables
• Worked with enterprise level clients on challenging projects
• Familiarity with and interest in AI tools
• Life-sciences experience preferred
• Bachelor's Degree or Equivalent

What you'll enjoy about ACTO:

• Industry-leading, multiple award-winning technology
• Competitive compensation package
• Being part of a mission driven organization with the ability to drive solutions that focus on improving patient outcomes
• Results-driven and collaborative culture that prioritizes employee development and growth
• Remote work with opportunities for in-person collaborationand company travel
• Company MacBook
• Budget for work-from-home set-up
• Monthly work-from-home allowance
• Participation in group benefits plan
• Participation in a Group RRSP
• Flexible PTO
  

At ACTO we believe diverse and inclusive teams perform better. We are an equal opportunity employer and are committed to working with applicants requesting accommodations during our interview process.

We may use AI-powered tools during parts of our hiring process to help review applications and support candidate communication. These tools are designed to assist our team, but all final hiring decisions are made by human recruiters and hiring managers. If you have any questions or concerns about this process, please let us know.

We thank everyone for their interest in ACTO, only those applicants that have been selected for an interview will be contacted.