Senior Customer Success Manager, Life Sciences

DocMatter is an ambitious, growth-stage company that is changing the face of collaboration for the medical community and is hiring exceptional individuals that want to contribute to that mission. We are fast becoming a household name among clinicians worldwide who consistently rely on the DocMatter platform to connect with their peers, learn from experts, gain insights, and stay up to date with the latest clinical data, best practices, and therapeutic innovations in medicine.

Our goal is to bring our innovative platform to every clinician in the world.

We are looking for a commercially minded, healthcare-experienced operator and strategist who can build account plans from scratch, identify upsell opportunities, and lead senior customer stakeholders with confidence. Success in this role requires ownership, intensity, and the ability to turn DocMatter’s value proposition into measurable customer impact and account growth.

As a senior member of our Customer Success Team, you will own account strategy, be accountable for retention and expansion outcomes, and directly influence revenue growth across strategic life sciences customers.

Key Responsibilities

• Stakeholder Relationship Management: Build and maintain strong, trusted relationships with important stakeholders across Medical Affairs and Commercial functions at top-tier life science companies.
• Strategic Account Planning: Develop and execute tailored success plans that align customer business objectives with DocMatter capabilities.
• Value Realization: Drive usage, satisfaction, and measurable value creation through onboarding, enablement, strategic alignment, and ongoing engagement strategies.
• Upsell & Growth Strategy: Identify expansion opportunities within accounts, manage your own upsell efforts and partner with Sales for cross-sell motions and help develop long-term growth roadmaps.
• Cross-Functional Collaboration: Partner with Product, Clinical Engagement, Sales and Medical Affairs teams to ensure customer needs are met and exceeded.
• Risk Mitigation: Proactively identify and manage risks to account retention and client satisfaction.
• Within the first 3 months, you will have: Mapped every key stakeholder across your accounts and built custom engagement plans that keep them active, informed, and aligned to the specific challenges DocMatter is helping them solve.
• Become deeply familiar with the paradigm shift your clients are working to drive in healthcare, including the strategic, clinical, organizational, and commercial forces shaping their priorities.
• Identified the next expansion opportunities within each account, clarified what must happen to make those opportunities successful, and built a practical path to move them forward.

What this role is not

A reactive customer support role

A high account volume role. You will be responsible for a small number of clients, each with six-figure ARR and ambitious growth targets, and will be expected to go deep with each account

Aligned to a rigid playbook. You will be expected to exercise creativity in relationship building, account strategy, and execution

A people management role. You will come in as an individual contributor with account-based milestones, but will need to exercise strong internal collaboration to achieve your goals.

Requirements

Qualifications

• 5+ years in Customer Success, Account Management, or Strategic Partnerships within pharmaceutical, biotech, medical device, digital health, or healthcare SaaS markets.
• Deep understanding of life sciences workflows and operating models across Medical Affairs, Commercial, Clinical Operations, or related functions.
• Proven ability to own strategic enterprise accounts, map complex stakeholder ecosystems, and influence senior customer leaders.
• Fluent in the enterprise SaaS customer lifecycle, including implementation, onboarding, adoption, value realization, renewal, and expansion.
• Track record of hitting or exceeding delivery, renewal, expansion, upsell, or account-growth goals in a customer success organization.
• Demonstrated success leading cross-functional initiatives, driving change, and turning ambiguity into measurable customer outcomes.
• Strong executive presence and communication skills, with the ability to engage C-suite executives and senior stakeholders credibly.
• Experience building or shaping customer success playbooks, account plans, team processes, or scalable operating rhythms — not just executing them.
• Successful in small, fast-paced teams where initiative, collaboration, intensity, and ownership are non-negotiable.
• Level of comfort with clinical subject matters and an understanding of physician to physician dialouge.
• Nice-to-Haves
• Worked in management consulting, strategy consulting, business operations, or life sciences transformation and produced client-ready analyses, recommendations, or implementation plans.
• Built or improved customer-facing processes, playbooks, operating rhythms, or scalable CS motions in a high-growth company where structure was still forming.
• Navigated regulatory, compliance, privacy, or data governance considerations in healthcare or life sciences environments.
• Contributed to pricing, packaging, account expansion, or go-to-market strategy for a healthcare, life sciences, or SaaS product.
• Led strategic working sessions with senior Medical Affairs or Commercial stakeholders.