Strategic Customer Success Manager, Life Sciences Cloud

Instem; Conshohocken (Montgomery County); Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Competitive Salary

Remote/Home Working

Flexible Working

Hybrid office days

Development & Opportunity

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401K Matching

HSA

FSA

Vacation + Holidays

Buy and Sell Scheme

Job summary

Instem is seeking a Customer Success Manager to own relationships and ensure technical success for a portfolio of strategic clients in the life-sciences space. This hybrid/remote role collaborates with delivery and sales teams to ensure the solution meets evolving client needs.

You will translate business requirements into platform configurations, guide renewals and expansions, and serve as a client advocate across cross-functional teams to drive satisfaction and growth.

Qualifications

• Bachelor's degree or equivalent professional experience.
• Seasoned in account management, solution consulting, technical sales, or customer success.
• Knowledge of clinical trial data workflows, biostatistics, or statistical computing environments; familiarity with SAS/R.
• Excellent communication and presentation skills with both technical and non-technical audiences.
• Proven success managing complex client relationships, renewals, and growth opportunities.
• Experience with CRM tools and structured account planning.

Responsibilities

• Own and grow relationships across a portfolio of key accounts with stakeholders from IT and clinical teams.
• Act as trusted advisor, mapping client needs to platform capabilities.
• Lead account planning: renewals, upsell opportunities, and contract negotiations.
• Run discovery and scoping discussions translating requirements into configurations.
• Collaborate with delivery, cloud engineering, and support to align environments with needs.
• Monitor account health and address risks to renewal/satisfaction.
• Escalate client issues and coordinate with teams to resolution.
• Relay client feedback to product/marketing for roadmap influence.
• Represent d-wise at meetings, conferences, and user groups.
• Adhere to Quality Management System for secure, professional work.

Skills

Account management

Solution consulting

Technical sales

Customer success

CRM tools

Project management

Cross-functional collaboration

Education

Bachelor's degree in biology, business, computer science, or related field

Tools

Salesforce

Job description

Instem is seeking a Customer Success Manager to own relationships and ensure technical success for a portfolio of strategic clients in the life-sciences space. This hybrid/remote role collaborates with delivery and sales teams to ensure the solution meets evolving client needs.

You will translate business requirements into platform configurations, guide renewals and expansions, and serve as a client advocate across cross-functional teams to drive satisfaction and growth.