Remote Customer Success Lead – Life Sciences SaaS

Innovative Supply Solutions, LLC; Pennsylvania; Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Fully remote work

Hybrid option in Bucks County, PA

Job summary

Innovative Supply Solutions, LLC is seeking a Customer Success Manager to drive client satisfaction, adoption, and retention for the ISS Nexus platform. You will manage onboarding, training, and strategic partnerships with pharmaceutical and biotech clients.

Reporting to the Director of Customer Success, this role emphasizes cross-functional collaboration, UAT/validation, and data-driven reviews to demonstrate value and foster ongoing engagement.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• 5+ years of experience in the pharmaceutical industry, healthcare, or clinical trial operations.
• Proven track record of working directly with clients, patients, or stakeholders in a regulated environment.
• High technical aptitude and enthusiasm for mastering complex software products.
• Excellent communication, interpersonal, and conflict resolution skills.
• Strong organizational and project management abilities with a detail-oriented mindset.

Responsibilities

• Serve as the primary point of contact for a portfolio of SaaS clients using the ISS Nexus platform.
• Lead client onboarding and implementation activities including business process mapping and system configuration.
• Facilitate new user training and ongoing education to ensure high adoption and proper usage of platform features.
• Support key technical activities from a business perspective including UAT/validation, software deployment, integrations, and data migration.
• Gather and relay client feedback to internal teams to support product improvements and roadmap planning.
• Partner with the Sales team to identify growth opportunities by recognizing unmet client needs.
• Coordinate and present client review meetings and performance metrics to demonstrate value and foster engagement.
• Collaborate cross-functionally with internal teams and external vendors to execute strategic client initiatives.
• Contribute to the development of internal tools and client-facing materials such as implementation guides, user documentation, and commercial presentations.

Skills

Client management

SaaS proficiency

Communication

Project management

Travel readiness

Education

Bachelor's degree

Tools

Microsoft 365

CRM tools

Job description

Innovative Supply Solutions, LLC is seeking a Customer Success Manager to drive client satisfaction, adoption, and retention for the ISS Nexus platform. You will manage onboarding, training, and strategic partnerships with pharmaceutical and biotech clients.

Reporting to the Director of Customer Success, this role emphasizes cross-functional collaboration, UAT/validation, and data-driven reviews to demonstrate value and foster ongoing engagement.