Customer Success Manager

Instem; Boston (MA); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401K Matching

Flexible Spending Account

Health Savings Account

Paid Vacation & Holidays

Remote/Home Working Allowance

Professional Development

Job summary

Instem is seeking a Customer Success Manager in a hybrid Boston role to own relationships with a strategic portfolio of life-sciences clients. You will blend account management with solution consulting to ensure ongoing value, renewals, and expansion across the portfolio.

You’ll coordinate with delivery, cloud engineering, and sales teams to translate client needs into platform configurations and services, while maintaining proactive risk management and client satisfaction.

Qualifications

• Bachelor's degree or equivalent professional experience.
• Seasoned in account management, solution consulting, technical sales, or customer success; life sciences, SaaS, or cloud/infrastructure preferred.
• Knowledge of clinical trial data workflows and SAS/R concepts is a plus.
• Excellent communication and presentation skills for technical and non-technical audiences.
• Proven success managing complex client relationships and renewals.
• Experience with CRM tools and structured account planning frameworks.
• Strong project management and cross-functional collaboration abilities.
• Ability to travel periodically for client meetings and industry events.

Responsibilities

• Own and grow relationships across key accounts; engage IT, biostatistics, procurement, and sponsors.
• Act as trusted advisor mapping client needs to d-wise capabilities.
• Lead account planning, renewals, and negotiations with sales and legal.
• Run discovery and scope conversations translating requirements to configurations.
• Partner with delivery, cloud engineering, and support to meet business needs.
• Monitor account health and address risk areas before renewals.
• Escalate and coordinate resolution with support and technical teams.
• Relay client feedback to product and marketing to inform roadmaps.
• Represent d-wise at meetings, conferences, and user groups.
• Adhere to Quality Management System ensuring Secure, Professional, Diligent work.

Skills

Account management

Solution consulting

Technical sales

Customer success

CRM (Salesforce)

Communication skills

Project management

Education

Bachelor's degree or equivalent

Tools

Salesforce

Job description

Customer Success Manager

Location: Hybrid- Boston (2 days a week in our Boston Office)

Status: Permanent

Package: Competitive Salary, Remote/Home Working (with one-off allowance), Flexible Working, (2 Days in the office for our Hybrid workers) Development & Opportunity (Personal & Technical), Medical Insurance, Dental Insurance, Vision Insurance, Life Insurance, Long Term & Short-Term Disability Insurance, Generous 401K (matching) Plan, Flexible Spending Account, Health Savings Account, 15 Days' Vacation + Plus Public Holidays + Buy and Sell Scheme.

d-wise, an Instem company, designs, deploys, and supports validated cloud infrastructure for life-sciences and clinical trial organizations. Our flagship product, Accel, is a turn-key, validated Statistical Computing Environment (SCE) built on AWS and pre-loaded with SAS, R, Python, and Posit tools; giving biostatisticians and clinical programmers a secure, compliant, and high-performance environment for clinical data analysis and regulatory submission.

Our Culture & Work Environment.

You’ll be part of a friendly, solutions-focused environment within a global business of over 400 people. Here, you’ll experience a high-performance culture balanced with genuine flexibility - we trust you to take ownership, deliver meaningful results, and work in a way that suits you.

You’ll be encouraged to grow, share your ideas, and make a real impact. We’re passionate about creating a place where you can develop your skills, contribute confidently, and succeed in your career.

Why join us as a Customer Success Manager?

We're looking for a Customer Success Manager to own the relationship and technical success of a portfolio of strategic d-wise clients (typically pharmaceutical, biotech, and CRO organizations). This is a hybrid role: part commercial account management (retention, growth, renewals) and part solution consulting (understanding client workflows, scoping platform configurations, and partnering with delivery and sales teams to ensure the solution keeps meeting client needs). You'll be the client's primary point of contact and internal advocate, translating between business stakeholders and technical teams to keep accounts healthy and growing.

What You’ll Be Doing

• Own and grow relationships across a portfolio of key accounts, engaging stakeholders spanning IT, biostatistics/clinical programming, procurement, and executive sponsors.
• Act as a trusted advisor, understanding each client's evolving statistical computing and clinical data needs and mapping them to d-wise capabilities.
• Lead account planning: track renewal timelines, identify upsell/cross-sell opportunities, and coordinate contract renewals and commercial negotiations with sales and legal.
• Run discovery and solution-scoping conversations with clients, translating business and technical requirements into proposed platform configurations and services.
• Partner with delivery, cloud engineering, and support teams to ensure client environments are scoped and configured to meet business needs.
• Monitor account health and proactively address risk areas before they affect renewal or satisfaction.
• Serve as the primary escalation point for key account issues, coordinating with support and technical teams through to resolution.
• Relay client feedback to product and marketing teams to help inform the Accel platform roadmap.
• Represent d-wise at client meetings, industry conferences, and user groups as needed.
• Adherence to the Company's Quality Management System to ensure that all work is managed Securely, Professionally and Diligently

What We’re Looking For

• Bachelor's degree in biology, business, computer science, or a related field — or equivalent professional experience.
• Seasoned in account management, solution consulting, technical sales, or customer success; ideally within life sciences, SaaS, or cloud/infrastructure industries.
• Working knowledge of clinical trial data workflows, biostatistics, or statistical computing environments; comfort discussing SAS and/or R concepts with technical stakeholders.
• Excellent communication and presentation skills, with the ability to translate technical concepts for both technical and non-technical audiences.
• Demonstrated success managing complex client relationships, driving renewals, and identifying account growth opportunities.
• Experience with CRM tools (e.g., Salesforce) and structured account-planning frameworks.
• Strong project management, organizational, and cross-functional collaboration skills.
• Ability to travel periodically for client meetings and industry events.

Ready to Make a Difference?

Join a team that values your perspective and supports your growth, while helping shape the future of life sciences.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.