Sr. Customer Success Manager – Pharma (Bilingual – Spanish & English Required)

About This Opportunity

Our talent team is representing a confidential life sciences technology organization in their search for a Senior Customer Success Manager. This role requires full bilingual fluency in Spanish and English and focuses on supporting enterprise pharmaceutical clients across European markets.

We are seeking a strategic customer success professional who can serve as a trusted advisor to complex accounts, driving adoption, retention, and growth across a portfolio of high-value customers. You'll work with senior stakeholders to ensure they realize measurable business value from a data and insights platform that serves the healthcare industry.

Responsibilities

• Serve as the primary strategic point of contact for assigned enterprise and strategic accounts, ensuring alignment on objectives, outcomes, and long-term success
• Build strong relationships with senior and executive-level stakeholders, positioning the platform as a critical partner in achieving organizational goals
• Own and drive account strategy, including implementation and adoption plans, success metrics, renewal readiness, and expansion opportunities
• Lead regular executive business reviews, clearly articulating performance against KPIs, ROI, and strategic impact
• Proactively identify risks and opportunities across your portfolio, taking early action to mitigate churn and drive growth
• Navigate and manage multiple complex initiatives across various business units within client organizations
• Design and deliver tailored enablement and training sessions that align platform capabilities with client use cases and workflows
• Analyze usage data, performance metrics, and customer feedback to identify trends, gaps, and optimization opportunities
• Strategically lead and de-escalate critical client situations, partnering with internal stakeholders to drive timely resolution
• Serve as the voice of the customer internally, providing structured feedback to product, engineering, and leadership teams
• Collaborate cross-functionally with Product, Engineering, Sales, and Support to ensure a seamless customer experience
• Consistently drive improvements in monthly active users, NPS, CSAT, retention, and ARR across your book of business

What We're Looking For

• 5+ years of experience in Customer Success or Client Services within an Enterprise or Strategic B2B SaaS environment
• Bilingual fluency in Spanish and English (required)
• Willingness to flex hours to support an EU book of business
• Demonstrated experience owning complex, high-ARR accounts with senior stakeholder engagement
• Strong project management experience across multi-threaded, high-priority initiatives
• Experience working in or with Life Sciences organizations strongly preferred; Medical Affairs or Clinical experience is a plus
• Proven ability to manage renewals, mitigate risk, and identify expansion opportunities
• Comfortable operating both strategically and tactically, diving into details while maintaining a high-level view of account health and growth
• Confident communicator and presenter, able to lead executive discussions and influence decision-making
• Proven track record of managing complex, high-value accounts and driving measurable business outcomes
• Proactive, organized, and able to manage ambiguity with confidence

How We Work With You

When you apply through Get A Job.ai, a member of our recruiting team will review your application and conduct an initial screening. If there's a strong match, we'll submit your profile to our client for consideration. Please do not contact the client directly—we manage all communication and advocacy on your behalf throughout the interview process.

Additional Information

This is a UK-based position with flexible work arrangements. Our client offers generous paid time off, wellness holidays, retirement options, health stipends, and the opportunity to work with leading biotech and life sciences organizations.

Equal Opportunity: Get A Job.ai is committed to inclusive hiring practices and welcomes applicants from all backgrounds regardless of race, color, ancestry, national origin, religion, disability, sex, age, gender identity, sexual orientation, marital status, or veteran status.