Customer Success Manager

Rippling, Inc.; Indianapolis (IN); Remote; USD 110,000 - 160,000; Full time

Benefits offered by this job

Remote-first

Five weeks PTO

Full healthcare coverage

Equity

Job summary

PAXAFE is seeking a Customer Success Manager (Implementation Lead) to drive complex, cross-functional implementations for life sciences and logistics customers. You will coordinate across customer stakeholders, internal teams, and technical systems, ensuring seamless integrations and data flows while bridging business and engineering needs.

You don’t need to be an engineer but must be technically fluent, comfortable with APIs, and capable of translating requirements into actionable

Qualifications

• 6-15 years of experience in PM/CS/Implementation roles within SaaS, pharma, or supply chain environments.
• Strong project management background with clear structure and execution discipline.
• Domain experience in life sciences, pharma, biotech, or regulated supply chains is strongly preferred.
• Technical fluency: understands APIs, JSON, system integrations, and data flows; comfortable reviewing API documentation.
• Ability to translate between business and technical teams for alignment across operations, IT, and engineering.

Responsibilities

• Lead end-to-end customer implementations across the platform with focus on timeline, scope and delivery quality.
• Own project management responsibilities: build plans, milestones, risks, and stakeholder accountability.
• Translate pharmaceutical and supply chain requirements into implementation plans.
• Manage complex integration projects involving APIs, webhooks, IoT devices, and third-party systems (ERP, WMS, TMS, Telematics).
• Act as the primary point of contact for customers during implementation and expansion phases.
• Drive ongoing customer programs as clients expand capabilities and integrations.
• Partner closely with Product and Engineering to resolve blockers and refine requirements.
• Capture and operationalize customer feedback to influence product roadmap and playbooks.
• Build repeatable processes to scale implementations across a growing customer base.
• Support training, documentation, and enablement for customers and internal teams.

Skills

Project management

Customer Success

Technical fluency

API concepts

Cross-functional collaboration

Postman familiarity

Tools

Postman

API integrations

Job description

PAXAFE is a pharmceutical logistics orchestration & decision intelligence SaaS platform thathelps cold chain planning, logistics and quality teams consolidate their transportation dataagnostically, digitize and automate product quality and lane qualification decisions, and operationalize prescriptive recommendations in the transportation network.

Acting as the cold chain trust layer whosemission is todrivetowards zero transportationwaste, PAXAFE workswith cold chain manufactures andservice providers toreduce product loss, improve operational efficiencies andmake more informed decisions in real-time.

PAXAFE'svision is to become the backend intelligence infrastructure that powers every temperature, time and value-sensitive shipment in the world.

PAXAFE is backed by great VCs (Framework Venture Partners, Ubiquity Ventures, Venture53, RoseCliff Ventures, etc.) and CVCs (Microsoft M12, Northwestern Mutual, Greenlight Re)

The Role

We’re looking for a Customer Success Manager (Implementation Lead) to drive successful deployments and long-term value for PAXAFE’s life sciences and logistics customers.

This role is fundamentally project management–driven. You will lead complex, cross-functional implementations for pharmaceutical and biotech customers, ensuring integrations, data flows, and operational processes come together seamlessly. You’ll act as the central point of coordination across customer stakeholders, internal teams, and technical systems.

You don’t need to be an engineer, but you should be technically fluent — comfortable working with APIs, integration workflows, and data structures — and able to bridge the gap between business, operations, and engineering.

What You’ll Do

• Lead end-to-end customer implementations across PAXAFE’s platform (Command Center, Lane Qualification, Auto Product Release, Risk Intelligence), with a strong focus on timeline, scope, and delivery quality.
• Own project management responsibilities — building project plans, managing milestones, tracking risks, and ensuring accountability across internal and external stakeholders.
• Translate pharmaceutical and supply chain requirements into structured implementation plans, aligning system capabilities with operational workflows.
• Manage complex integration projects involving APIs, webhooks, IoT devices, and third-party systems (e.g., ERP, WMS, TMS, telematics).
• Act as the primary point of contact for customers during implementation and expansion phases — ensuring clarity, momentum, and trust.
• Drive ongoing customer programs as clients expand their control tower capabilities — managing new integrations, feature rollouts, and optimization initiatives.
• Partner closely with Product and Engineering to resolve blockers, refine requirements, and ensure scalable, high-quality deployments.
• Capture and operationalize customer feedback to influence product roadmap and improve implementation playbooks.
• Build repeatable processes and frameworks to scale implementations across a growing customer base.
• Support training, documentation, and enablement for both customers and internal teams.

Who We’re Looking For

• 6-15 years of experience in Project Management, Customer Success, or Implementation roles within SaaS, pharma, or supply chain environments.
• Strong project management background — experienced in leading complex, multi-stakeholder implementations with clear structure and execution discipline.
• Domain experience in life sciences, pharma, biotech, or regulated supply chains is strongly preferred.
• Technical fluency — understands APIs, JSON, system integrations, and data flows; comfortable reviewing API documentation and using tools like Postman.
• Ability to translate between business and technical teams — ensuring alignment across operations, IT, and engineering.
• Experience working with enterprise customers and regulated environments (GxP, compliance-driven processes) is a strong plus.
• Highly organized and proactive — able to manage multiple workstreams and drive outcomes in a fast-paced environment.
• Comfortable working in a startup environment — adaptable, resourceful, and willing to build structure where it doesn’t yet exist.

Why You’ll Love Working Here

• Mission-driven impact: Help ensure the safe, compliant delivery of life-saving therapies and critical products worldwide
• Project ownership: Lead high-visibility implementations with global pharmaceutical companies
• Growth phase: Join at a pivotal stage where you can shape how Customer Success and Implementation scale
• Collaborative environment: Work directly with Product, Engineering, and executive leadership
• Remote-first flexibility: Work from anywhere (Central / Eastern US preferred)
• Strong compensation & benefits: Competitive salary, equity, five weeks PTO, full healthcare coverage

Our Core Values

• Create Magic: Deliver elegant solutions that exceed customer expectations
• Own With Pride: Take accountability for outcomes and execution
• Navigate With Intent: Make clear, strategic decisions
• Think Deep, Act Fast: Balance thoughtful analysis with speed
• Enjoy the Journey: Celebrate progress and wins
• X-hibit Teamwork: Collaborate and support across teams
• Tackle With Empathy: Understand before solving