Principal Customer Success Manager – Pharma

About This Opportunity

Our talent team is representing a confidential life sciences technology organization seeking a Principal Customer Success Manager to join their growing team. This is a strategic, client-facing role focused on the pharmaceutical and biotechnology sector.

As a principal-level contributor, you'll serve as a trusted advisor to a portfolio of large, complex enterprise accounts. You'll own the complete customer relationship—driving platform adoption, ensuring value realization, managing renewals, and identifying growth opportunities across clinical and commercial product lines.

This position is designed for a highly autonomous Customer Success leader who excels in ambiguous environments, manages multiple stakeholders simultaneously, and influences outcomes without requiring direct authority. You'll work closely with C-level executives and cross-functional teams to deliver measurable business impact.

Location: United States (Remote)

Responsibilities

• Own strategic customer programs involving multiple business units, implementation partners, and executive stakeholders across pharmaceutical and CRO organizations
• Lead cross-functional initiatives by establishing governance structures, driving accountability, and managing complex dependencies across internal and external teams
• Serve as the primary strategic point of contact for enterprise accounts, balancing competing priorities while driving measurable business outcomes
• Build and maintain strong relationships with senior and C-suite stakeholders, positioning the platform as critical to their organizational objectives
• Develop and execute comprehensive account strategies including implementation plans, adoption roadmaps, success metrics, and expansion opportunities
• Lead executive business reviews, clearly articulating performance against KPIs, ROI, and strategic impact
• Operate independently with minimal oversight while exercising sound judgment in highly ambiguous situations
• Identify gaps in customer experience, define solutions, and drive execution without requiring leadership direction
• Navigate complex stakeholder dynamics during organizational change or escalation scenarios
• Collaborate with Product, Engineering, Sales, and Support teams to ensure seamless customer experience throughout the lifecycle
• Proactively identify and mitigate risk across all account areas while driving improvements in engagement, satisfaction, retention, and revenue metrics
• Serve as the voice of the customer internally, providing structured feedback to inform product roadmap and prioritization

What We're Looking For

Required Qualifications:

• 5+ years of experience in Customer Success, Account Management, Consulting, Program Management, or equivalent strategic customer-facing roles within Enterprise or Strategic B2B SaaS environments
• Demonstrated track record owning complex, high-value accounts with senior stakeholder engagement
• Strong project management experience leading multi-threaded, high-priority initiatives
• Proven ability to manage renewals, mitigate risk, and identify expansion opportunities
• Exceptional ownership and accountability—you follow through on commitments without close oversight
• Ability to quickly establish credibility and manage strategic customer relationships with minimal ramp-up time
• Natural ability to create structure in ambiguous environments and solve complex organizational challenges
• Strong executive presence and ability to influence without authority across cross-functional teams

Strongly Preferred:

• Experience working in or with Life Sciences organizations (pharmaceutical, biotechnology, CROs)
• Background in Medical Affairs or Clinical Development functions

How We Work With You

Candidates apply directly through the Get A Job.ai platform. Our recruiting team will conduct an initial screening to understand your background and ensure alignment with the role requirements. Qualified candidates will then be presented to our client for consideration. Please do not attempt to contact the client organization directly—all communication should flow through Get A Job.ai to ensure a coordinated and professional process.

Pay

Pay via Get A Job.ai has not been specified for this role. Compensation details will be discussed during the screening process.

Get A Job.ai is an equal opportunity recruiter. We celebrate diversity and are committed to creating an inclusive environment for all candidates regardless of race, color, ancestry, national origin, religion, disability, sex, age, gender identity, sexual orientation, marital status, or veteran status.