Strategic Customer Success Manager – Life Sciences (Hybrid)

Instem; Boston (MA); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401K Matching

Flexible Spending Account

Health Savings Account

Paid Vacation & Holidays

Remote/Home Working Allowance

Professional Development

Job summary

Instem is seeking a Customer Success Manager in a hybrid Boston role to own relationships with a strategic portfolio of life-sciences clients. You will blend account management with solution consulting to ensure ongoing value, renewals, and expansion across the portfolio.

You’ll coordinate with delivery, cloud engineering, and sales teams to translate client needs into platform configurations and services, while maintaining proactive risk management and client satisfaction.

Qualifications

• Bachelor's degree or equivalent professional experience.
• Seasoned in account management, solution consulting, technical sales, or customer success; life sciences, SaaS, or cloud/infrastructure preferred.
• Knowledge of clinical trial data workflows and SAS/R concepts is a plus.
• Excellent communication and presentation skills for technical and non-technical audiences.
• Proven success managing complex client relationships and renewals.
• Experience with CRM tools and structured account planning frameworks.
• Strong project management and cross-functional collaboration abilities.
• Ability to travel periodically for client meetings and industry events.

Responsibilities

• Own and grow relationships across key accounts; engage IT, biostatistics, procurement, and sponsors.
• Act as trusted advisor mapping client needs to d-wise capabilities.
• Lead account planning, renewals, and negotiations with sales and legal.
• Run discovery and scope conversations translating requirements to configurations.
• Partner with delivery, cloud engineering, and support to meet business needs.
• Monitor account health and address risk areas before renewals.
• Escalate and coordinate resolution with support and technical teams.
• Relay client feedback to product and marketing to inform roadmaps.
• Represent d-wise at meetings, conferences, and user groups.
• Adhere to Quality Management System ensuring Secure, Professional, Diligent work.

Skills

Account management

Solution consulting

Technical sales

Customer success

CRM (Salesforce)

Communication skills

Project management

Education

Bachelor's degree or equivalent

Tools

Salesforce

Job description

Instem is seeking a Customer Success Manager in a hybrid Boston role to own relationships with a strategic portfolio of life-sciences clients. You will blend account management with solution consulting to ensure ongoing value, renewals, and expansion across the portfolio.

You’ll coordinate with delivery, cloud engineering, and sales teams to translate client needs into platform configurations and services, while maintaining proactive risk management and client satisfaction.