Senior Customer Success Manager - Life Sciences

Customer Success Team Leader

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.

As a senior member of our Customer Success Team you will be responsible for leading account strategy and providing ongoing support to our customers in the life sciences space.

We are building true partnerships with our customers. To be successful in this role, you must have an exceptional ability to translate the DocMatter value proposition into actionable account plans and collaborate effectively with the teams implementing and supporting these account plans, while maintaining relationships with senior customer stakeholders.

Key Responsibilities

• Executive Relationship Management : Build and maintain strong, trusted relationships with senior 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, partner with Sales for upsell and 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.
• Lifecycle Management : Lead QBRs, executive check-ins and reporting
• Risk Mitigation : Proactively identify and manage risks to contract account retention and client satisfaction.