Remote Pharma SaaS Customer Success Lead

Embedded Shishya; Bellingham (MA); On-site; USD 120,000 - 180,000; Full time

Job summary

Waters Corporation is seeking a Senior Customer Success Manager to own post-sale success for a portfolio of strategic pharmaceutical accounts. You will build relationships across scientific, IT, informatics, and executive stakeholders to align plans with business outcomes and drive adoption of Waters software solutions.

You will lead executive engagements, monitor health metrics, and collaborate with marketing, product, and R&D teams to capture feedback and advocate for customer needs.

Qualifications

• Bachelor's degree in Life Sciences, Chemistry, Informatics, Engineering, Business, or a related discipline.
• 5+ years of experience in Customer Success, Strategic Account Management, Technical Account Management, Professional Services, Consulting, or a similar customer-facing role.
• Experience working with enterprise software, SaaS solutions, cloud platforms, scientific software, or laboratory informatics systems.
• Strong relationship-building skills with the ability to engage both technical and executive stakeholders.
• Demonstrated success driving customer adoption, retention, and business outcomes in complex enterprise environments.
• Strong communication, presentation, and problem-solving skills.
• Ability to manage multiple strategic customer engagements simultaneously.

Responsibilities

• Own post-sale success for a portfolio of strategic pharmaceutical accounts.
• Develop customer success plans aligned to business objectives and measurable outcomes.
• Build trusted relationships across scientific, IT, informatics, and executive stakeholders.
• Drive adoption and value realization for key software solutions.
• Identify barriers to adoption and coordinate resources to accelerate time-to-value.
• Monitor customer health, usage trends, and business outcomes.
• Lead QBRs and EBRs that demonstrate business value and ROI.
• Translate product capabilities into measurable scientific, operational, and business outcomes.
• Build and maintain relationships with executive sponsors and key decision-makers within strategic accounts.
• Establish governance models that support long-term customer success.
• Drive retention, renewal readiness, and expansion opportunities across assigned strategic accounts.
• Develop strategies to mitigate risk and improve customer health.
• Partner with Strategic Account Managers to advance long-term growth initiatives.
• Advocate for customer needs across Product Management, R&D, Support, and Commercial teams.
• Capture customer feedback, adoption insights, and workflow requirements to influence product strategy and customer experience improvements.
• Partner with Marketing, Product Management, and Business Segment leaders to develop customer success stories, case studies, references, and industry-facing advocacy programs.
• Cultivate customer champions and executive sponsors who can articulate the business value of Waters solutions through reference calls, conference presentations, advisory boards, and peer-to-peer engagements.
• Support the development of industry-facing success stories that demonstrate measurable customer outcomes and strengthen Waters' leadership position within the life sciences market.

Skills

Relationship building

Communication

Presentation skills

Problem-solving

Strategic thinking

Education

Bachelor's degree in Life Sciences, Chemistry, Informatics, Engineering, Business, or related discipline

Tools

Enterprise software

SaaS

Cloud platforms

Job description

Waters Corporation is seeking a Senior Customer Success Manager to own post-sale success for a portfolio of strategic pharmaceutical accounts. You will build relationships across scientific, IT, informatics, and executive stakeholders to align plans with business outcomes and drive adoption of Waters software solutions.

You will lead executive engagements, monitor health metrics, and collaborate with marketing, product, and R&D teams to capture feedback and advocate for customer needs.