Senior Enterprise CS Leader – Life Sciences Growth

DocMatter Inc.; Denver (CO); On-site; USD 120,000 - 190,000; Full time

Benefits offered by this job

Series A equity

Medical, dental, vision, and life

401(k) retirement plan

PTO and company holidays

Wellness stipend

Job summary

DocMatter Inc. is recruiting a senior Customer Success professional toOwn account strategy and drive retention and expansion across strategic life sciences customers.

You will lead senior stakeholders, map complex ecosystems, and guide value realization and upsell efforts from a small, focused client set. In this role you will partner with Product, Clinical Engagement, Sales and Medical Affairs to ensure customer needs are met and exceeded.

Qualifications

• 5+ years in Customer Success, Account Management, or Strategic Partnerships in pharma/biotech/healthcare SaaS.
• Deep understanding of life sciences workflows across Medical Affairs, Commercial, Clinical Ops.
• Own strategic enterprise accounts, map stakeholder ecosystems, influence senior leaders.
• Fluent in enterprise SaaS lifecycle: implementation, onboarding, adoption, renewal, expansion.
• Track record of hitting renewal/expansion/upsell goals in a CS organization.
• Lead cross-functional initiatives, drive change and turn ambiguity into outcomes.
• Strong executive presence and communication for C-suite engagement.
• Experience building CS playbooks, account plans, processes, or scalable rhythms.
• Thrives in small, fast-paced teams with initiative and ownership.
• Comfort with clinical subjects and physician-to-physician dialogue.

Responsibilities

• Stakeholder Relationship Management: build trusted relationships across Medical Affairs and Commercial functions at top-tier life science companies.
• Strategic Account Planning: develop and execute tailored success plans aligning customer objectives with DocMatter capabilities.
• Value Realization: drive usage, satisfaction, and measurable value through onboarding and ongoing engagement.
• Upsell & Growth Strategy: identify expansion opportunities and partner with Sales for cross-sell motions.
• Cross-Functional Collaboration: work with Product, Clinical Engagement, Sales and Medical Affairs to meet needs.
• Risk Mitigation: identify and manage risks to retention and satisfaction.
• Within 3 months: map key stakeholders, build engagement plans, and understand client priorities.

Skills

Customer Success

Account Management

Strategic Partnerships

Life Sciences

SaaS Lifecycle

Executive Communication

Cross-functional leadership

Stakeholder mapping

Change management

Account planning

Job description

DocMatter Inc. is recruiting a senior Customer Success professional toOwn account strategy and drive retention and expansion across strategic life sciences customers.

You will lead senior stakeholders, map complex ecosystems, and guide value realization and upsell efforts from a small, focused client set. In this role you will partner with Product, Clinical Engagement, Sales and Medical Affairs to ensure customer needs are met and exceeded.