Customer Success Manager - CRM Suite

Accountabilities: Proactively engage with customers to understand their business initiatives, strategic priorities, success criteria, milestones, and organizational culture. Build relationships with key stakeholders across commercial and medical functions to strengthen CRM management practices and support long-term success. Educate customers on CRM products, available services, operating models, and recommended approaches to maximize their technology investments. Assess how customers manage and use their CRM platforms, identifying opportunities to improve efficiency, effectiveness, adoption, and overall business value. Demonstrate CRM capabilities through relevant use cases, practical examples, industry best practices, and guidance on addressing known challenges or capability gaps. Analyze customer needs and provide actionable recommendations that align CRM capabilities with business objectives. Serve as a liaison between customers and internal product teams, gathering and communicating customer insights to inform product priorities and roadmap development. Guide customers in adopting new product releases through effective governance, change management, and ongoing optimization strategies. Act as a trusted advisor who influences customer decision-making, encourages organizational change, and promotes continuous improvement. Collaborate with internal product, support, sales, services, and business consulting teams to coordinate customer initiatives and deliver a consistent customer experience. Requirements: At least 7 years of experience with CRM consulting, implementation, or delivery, ideally involving Veeva CRM, Vault CRM, or comparable platforms. Demonstrated success acting as a strategic and trusted customer advisor, with the ability to influence stakeholders and drive organizational change. Strong communication and presentation skills, including the ability to explain complex technical and business concepts to audiences across business and IT functions. Excellent analytical skills, with the ability to interpret customer requirements, product utilization data, and other information to identify trends and improvement opportunities. A proactive, self-directed working style, with the ability to take ownership of customer assignments and manage ongoing success independently. Strong relationship-building, consulting, problem-solving, and stakeholder management capabilities. Willingness and ability to travel up to 15% as required. Must reside in the United States and be legally authorized to work there. Preferred: Experience in the life sciences sector, including biotechnology, pharmaceuticals, medical devices, or diagnostics. Preferred: Experience with CRM or Vault implementations in highly regulated industries, such as financial services, energy, chemicals, agriculture, or food production. Preferred: Experience in CRM program management, including governance, adoption, and change management. Benefits: Base salary: $75,000–$115,000 USD, depending on qualifications, experience, and location. Potential additional compensation, including variable bonuses and/or stock bonuses, subject to eligibility. Medical, dental, and vision insurance. Basic life insurance coverage. Flexible paid time off (PTO). Company-paid holidays. Retirement programs. A charitable giving program with a 1% contribution. Remote work flexibility, allowing you to work from an environment that suits your needs. The opportunity to support technology adoption and innovation within the life sciences industry.