Customer Success Manager

Instem; Conshohocken (Montgomery County); Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Competitive Salary

Remote/Home Working

Flexible Working

Hybrid office days

Development & Opportunity

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401K Matching

HSA

FSA

Vacation + Holidays

Buy and Sell Scheme

Job summary

Instem is seeking a Customer Success Manager to own relationships and ensure technical success for a portfolio of strategic clients in the life-sciences space. This hybrid/remote role collaborates with delivery and sales teams to ensure the solution meets evolving client needs.

You will translate business requirements into platform configurations, guide renewals and expansions, and serve as a client advocate across cross-functional teams to drive satisfaction and growth.

Qualifications

• Bachelor's degree or equivalent professional experience.
• Seasoned in account management, solution consulting, technical sales, or customer success.
• Knowledge of clinical trial data workflows, biostatistics, or statistical computing environments; familiarity with SAS/R.
• Excellent communication and presentation skills with both technical and non-technical audiences.
• Proven success managing complex client relationships, renewals, and growth opportunities.
• Experience with CRM tools and structured account planning.

Responsibilities

• Own and grow relationships across a portfolio of key accounts with stakeholders from IT and clinical teams.
• Act as trusted advisor, mapping client needs to platform capabilities.
• Lead account planning: renewals, upsell opportunities, and contract negotiations.
• Run discovery and scoping discussions translating requirements into configurations.
• Collaborate with delivery, cloud engineering, and support to align environments with needs.
• Monitor account health and address risks to renewal/satisfaction.
• Escalate client issues and coordinate with teams to resolution.
• Relay client feedback to product/marketing for roadmap influence.
• Represent d-wise at meetings, conferences, and user groups.
• Adhere to Quality Management System for secure, professional work.

Skills

Account management

Solution consulting

Technical sales

Customer success

CRM tools

Project management

Cross-functional collaboration

Education

Bachelor's degree in biology, business, computer science, or related field

Tools

Salesforce

Job description

Customer Success Manager

Location: Hybrid/Remote: The successful candidate can work on a Hybrid/Remote basis, reporting into one of our offices located in Pennsylvania or North Carolina.

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.

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.