Sr Customer Success Specialist - US Market (Urgent)

SmartWinnr; United States; Remote; USD 100,000 - 140,000; Full time

Job summary

A leading company in AI-powered sales training solutions seeks a Senior Customer Success Specialist to drive market expansion in the pharmaceutical sector. This role involves relationship management, project leadership, and client advocacy, ensuring clients maximize their sales training impact through innovative technology. Candidates should possess extensive experience in customer success and a deep understanding of the pharma industry.

Benefits

Remote-friendly work environment

Competitive salary

Work with leading healthcare companies

Collaborative culture

Qualifications

• 8-10 years in customer success or account management roles.
• Direct experience in pharmaceutical or medical device companies.
• Proven track record managing enterprise accounts.

Responsibilities

• Manage and deepen client relationships.
• Lead client onboarding and project implementation.
• Coordinate with cross-functional teams.

Skills

Client Relationship Management

Project Management

Technical Communication

Analytical Thinking

Job description

Sr Customer Success Specialist - US Market (Urgent)

Sr Customer Success Specialist - US Market (Urgent)

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SmartWinnr is a global leader in AI-powered sales training solutions, specializing in gamified learning and AI-driven role-play simulations for pharmaceutical and medical device sales teams. Our cutting-edge platform empowers leading healthcare companies including Johnson & Johnson, Abbott, Genentech, Gilead Sciences, and other Fortune 500 organizations to accelerate sales performance through intelligent training experiences. Recognized as one of the top 50 Sales Products by G2 for 3 consecutive years, we're revolutionizing how life sciences companies prepare their sales teams for complex customer interactions.

Job Role: Sr Customer Success Specialist

Job Location: USA

Role Description

We're seeking a dynamic Senior Customer Success Specialist to lead our US market expansion in the pharmaceutical and medical devices sectors. This strategic role combines relationship management, project leadership, and business development to ensure our clients maximize the impact of AI-powered sales training and role-play simulations.

You'll be the trusted advisor and internal champion for our most important US-based life sciences clients, helping them transform their sales training programs through innovative AI technology.

Responsibilities include but are not limited to:

Client Relationship Management

• Manage and deepen client relationships through a consultative, solution-oriented approach.
• Act as the primary point of contact and internal advocate for key clients.
• Conduct regular check-ins, business reviews, and strategic discussions with stakeholders.
• Foster long-term client engagement through high-touch, proactive communication.

Project & Account Management

• Lead end-to-end client onboarding and implementation for pharmaceutical and medical device companies.
• Draft detailed Scope of Work (SOW) and manage client project documentation.
• Coordinate with cross-functional teams including Sales, Product, and Technical Support to deliver seamless client experiences.
• Manage client escalations and resolve issues efficiently, maintaining high customer satisfaction.

What We're Looking For

Experience & Expertise

• 8-10 years in customer success, account management, or client engagement roles
• Essential: Direct experience in pharmaceutical or medical device companies in sales or training roles, OR extensive experience providing training solutions to pharma/med device organizations
• Proven track record managing enterprise accounts in the US life sciences market
• Deep understanding of pharmaceutical sales processes, medical affairs, and regulatory environments
• Experience in SaaS or technology-driven training/learning platforms, preferably in healthcare

Project Management & Technical Skills

• Solid understanding of project management principles and documentation (SOWs, quotes, timelines).
• Comfort with handling escalations, driving resolutions, and coordinating across teams.
• Adept at understanding and communicating technical solutions to non-technical stakeholders.

Communication & Interpersonal Skills

• Expert-level project management skills with experience creating SOWs and managing timelines
• Exceptional communication skills with ability to present to senior executives
• Strong analytical thinking and problem-solving capabilities
• Experience managing complex technical implementations and client escalations
• High emotional intelligence and consultative selling approach

Nice-to-have Qualifications

• Experience in high-growth or early-stage SaaS companies focused on healthcare
• Understanding of AI applications in training and sales enablement
• Experience with role-play training methodologies and simulation-based learning
• Knowledge of medical device/pharmaceutical compliance requirements

What We Offer:

• Flexibility: Remote-friendly work environment with focus on results
• Compensation: Competitive salary in the market
• Impact: Work directly with industry-leading pharmaceutical and medical devices companies
• Growth: Join a rapidly expanding company with significant market opportunity
• Culture: Collaborative environment that values innovation, ownership, and continuous learning

Ready to Apply?

We'd love to hear from you! Please send your resume to [e-mail] and include the following information:

• Expected compensation

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

• Industries

  IT Services and IT Consulting

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