Senior Customer Success Manager

Prudentia Sciences; Boston; Hybrid; PHP 5,643,000 - 9,404,000; Full time

Benefits offered by this job

Remote-friendly

Equity

Competitive compensation

Job summary

Prudentia Sciences is seeking a Sr. Customer Success Manager to own enterprise biopharma accounts—managing onboarding, adoption, and renewals. You will configure the platform to fit customer workflows, run training with their teams, and remove roadblocks to ensure long-term value realization.

You will lead onboarding strategies, monitor usage, and drive quarterly business reviews with senior stakeholders. This role offers remote flexibility within the U.S.

Qualifications

• 5+ years of customer success, management consulting, partnerships, account management, or implementation experience in pharmaceutical, biopharma, biotech, or life sciences industries.
• Working knowledge of drug development processes, portfolio management, and deal evaluation frameworks.
• Strong technical aptitude, with the ability to quickly master sophisticated software platforms and translate technical capabilities into business value.
• Clear, confident communication skills, including with senior client stakeholders.
• Comfort operating in fast-paced, high-growth environments where priorities evolve quickly.

Responsibilities

• Own the full account lifecycle for enterprise biopharma customers, from onboarding and implementation through renewal.
• Design and implement onboarding strategies that compress time-to-value and set the foundation for adoption and growth.
• Lead quarterly business reviews that translate usage data into a clear narrative of value realization.
• Cultivate trusted relationships with platform users and senior stakeholders.
• Monitor usage patterns, engagement signals, and business outcomes to proactively grow accounts and manage partnership risk.
• Spot expansion opportunities early and mobilize cross-functional partners to convert them.
• Represent voice of the customer by surfacing and triaging recurring customer questions, friction points, and feature requests to the Product team.
• Diagnose and resolve platform issues through systematic troubleshooting, documenting problems clearly and coordinating with Engineering on resolution paths.
• Develop deep platform expertise that enables you to answer complex technical questions and guide customers through workflows.

Skills

Customer success

Account management

Technical aptitude

Communication skills

Fast-paced environments

Tools

HubSpot

Job description

About Prudentia Sciences

Prudentia Sciences is an AI-powered technology platform transforming how biopharma, biotech, and life sciences investors approach portfolio management, due diligence, and value/risk simulation. Our platform accelerates investment in breakthrough therapies by:

• Empowering biopharma to accelerate drug pipelines, maximize ROI, and achieve clinical and commercial success for greater patient impact
• Enabling strategic positioning of asset value during portfolio planning and dealmaking
• Equipping investors with data-driven insights to optimize capital allocation in drug asset transactions

Backed by GV (Google Ventures), SignalFire, McKesson, Iaso Ventures, and Virtue, we’re on a mission to unlock the full potential of pharmaceutical R&D by empowering decision-makers with real-time, data-driven insights.

The Opportunity

We're looking for a Sr. Customer Success Manager to drive commercial success for enterprise biopharma accounts. You'll be the account owner biopharma customers turn to day-to-day, running onboarding, driving adoption, and closing renewals across your portfolio You will own implementation end-to-end, configuring the platform to fit your customer’s workflows, running training sessions with their teams, and resolving roadblocks to ensure long-term value realization.

What You'll Do

Account Delivery

• Own the full account lifecycle for enterprise biopharma customers, from onboarding and implementation through renewal
• Design and implement onboarding strategies that compress time-to-value and set the foundation for adoption and growth
• Lead quarterly business reviews that translate usage data into a clear narrative of value realization
• Cultivate trusted relationships with platform users and senior stakeholders

Drive Adoption and Retention

• Monitor usage patterns, engagement signals, and business outcomes to proactively grow accounts and manage partnership risk
• Spot expansion opportunities early and mobilize cross-functional partners and Customer Success leadership to convert them
• Represent voice of the customer by surfacing and triaging recurring customer questions, friction points, and feature requests to the Product team

Provide Technical Support

• Diagnose and resolve platform issues through systematic troubleshooting, documenting problems clearly and coordinating with Engineering on appropriate resolution paths
• Develop deep platform expertise that enables you to answer complex technical questions and guide customers through sophisticated workflows
• Create feedback loops that ensure technical issues inform long-term product improvements

Who You Are

Essential Qualifications

• 5+ years of customer success, management consulting, partnerships, account management, or implementation experience in pharmaceutical, biopharma, biotech, or life sciences industries
• Working knowledge of drug development processes, portfolio management, and deal evaluation frameworks
• Strong technical aptitude, with the ability to quickly master sophisticated software platforms and translate technical capabilities into business value
• Clear, confident communication skills, including with senior client stakeholders
• Comfort operating in fast-paced, high-growth environments where priorities evolve quickly

Bonus Points

• Direct experience in biopharma Search & Evaluation, Business Development, Licensing, Portfolio Management, or Strategy roles
• Track record of driving measurable customer outcomes, achieving retention and expansion targets
• Hands-on experience with AI/ML platforms, advanced analytics tools, or decision intelligence software
• Proficiency with customer success platforms (HubSpot, etc.)

What We Offer

• Impact: Your work directly enables breakthrough therapies to reach patients faster
• Ownership: Significant autonomy to build and execute your sales strategy
• Growth: Ground-floor opportunity to shape our sales organization as we scale
• Compensation: Competitive base salary, uncapped commission structure, and equity
• Team: Collaborative, mission-driven colleagues passionate about transforming biopharma

Location

We are open to exceptional talent that is fully remote in the U.S. but have strong preference towards someone who can come in our Boston, San Francisco or New York City office twice per week (Tues/Thurs).