Client Success Manager

qordata; Princeton, Northern (NJ, KY); Hybrid; USD 120,000 - 170,000; Full time

Job summary

qordata in Princeton, NJ, is seeking a senior customer success leader to own relationships end-to-end—from first hello to renewal and expansion—in a remote/hybrid role aligned to EST hours. You'll be the face of qordata for top life sciences clients, spot and manage risk, and collaborate with global teams to drive growth, optimize the customer experience, and scale our client services across regions.

The role requires strategic relationships with managers up to C-level, a network in life

Qualifications

• Bachelor's degree or equivalent in a technical or business field.
• 6-10 years in customer delivery, advisory, or professional services.
• Strong communication that moves clients and stakeholders at all levels.
• Strategic mind with real problem-solving instincts.
• Fluency in industry best practices, workflows, and SOPs.
• Existing network in life sciences, ideally in the compliance space.
• Ability to lead through ambiguity across global time zones.

Responsibilities

• Be the face of qordata for a portfolio of world-class clients—first point of contact for questions or issues.
• Spot risks in accounts and manage them like your own business.
• Build deep relationships from day-to-day managers to C-level executives.
• Collaborate with global teams across time zones to plan growth in new regions.
• Share best practices to continuously sharpen the customer experience.
• Identify upsell and cross-sell opportunities and execute them.
• Develop processes and systems to scale client services beyond heroics.
• Invest in your growth through training and travel as we pursue long-term success.

Skills

Communication

Strategic thinking

Problem solving

Relationship building

Networking in life sciences

Education

Bachelor's degree in computer science, IT, engineering, business, or equivalent experience

Job description

Own the relationships that keep world-class life sciences companies winning.

qordata works with some of the most demanding names in life sciences compliance and we need someone who thrives on making them look good. If you've got a track record of turning implementations into long-term partnerships, a real network in life sciences, and the nerve to walk into a C-suite conversation without blinking, we want to talk to you.

This isn't a support seat. You'll own the relationship end to end - from the first "hello" through renewal, expansion, and everything that could go wrong in between. This is a remote/hybrid role, with working hours aligned to the EST time zone.

What You'll Be Doing

• Being the face of qordata for a portfolio of world-class clients - the person they call first, whether it's a quick question or a real problem
• Spotting risk in your accounts before it becomes a crisis and managing it like it's your own business on the line
• Building relationships that run deep - from day-to-day managers up to C-level executives, not just wide
• Working shoulder-to-shoulder with global teams across time zones to plan growth in new regions
• Bringing out best practices, so our customer experience keeps getting sharper
• Finding the upselling and cross-sell opportunities that are good for the client, not just the invoice - then making them happen
• Building the processes and systems that let client services scale, instead of relying on heroics
• Investing in your own growth - training, coaching, travel - because we're playing a long game

How We'll Measure Success

• Retention: Gross and net revenue retention across your book of accounts - clients renew, and they renew at the same or greater spend
• Growth: Upsell/cross-sell revenue sourced or influenced within your accounts against a quarterly target
• Client health: CSAT/NPS scores and account health status trending stable or improving, with regular executive business reviews (QBRs) held across your top accounts
• Risk management: At-risk accounts identified and mitigated ahead of renewal, with no client surprises at renewal time
• Responsiveness: Client inquiries and escalations acknowledged and resolved within agreed SLAs
• Relationship depth: Verified points of contact at multiple levels per account, including at least one active C-level relationship
• Process impact: Measurable contributions to client services playbooks, tooling, or processes that make the team more scalable, not just your own accounts

What You Bring

• A bachelor's degree in computer science, IT, engineering, business, or equivalent experience
• 6-10 years in customer delivery, advisory, professional services, or relevant industry experience
• Communication that moves people - clients and internal stakeholders, at every level
• A strategic mind paired with real problem-solving instincts
• Fluency in industry best practices, workflows, and SOPs
• An existing network in life sciences, ideally in the compliance space
• The ability to lead through ambiguity, especially alongside global teams in different time zones
• Working knowledge across multiple technologies, platforms, and tools - and where each one fits
• Experience contributing to strategic and tactical planning to grow teams or accounts
• The ambition to help scale this organization many times over - and the fearlessness to hold your own in a room with a CEO