Principal Customer Success Manager – Pharma

About This Opportunity

We are representing a confidential healthcare technology organization in their search for a Principal Customer Success Manager focused on the pharmaceutical and life sciences sector. Our client provides a data and AI-driven platform that serves enterprise customers in drug development and medical research.

This is a strategic, high-impact role designed for an experienced Customer Success leader who can independently manage complex, high-value accounts with minimal oversight. You'll serve as a trusted advisor to senior executives at some of the industry's largest pharmaceutical companies and contract research organizations, driving adoption, value realization, and measurable business outcomes.

Location: USA (Remote)

Responsibilities

As Principal Customer Success Manager, you will:

• Own end-to-end relationships with a portfolio of large, complex enterprise accounts involving multiple business units and stakeholders
• Lead cross-functional customer programs by establishing governance structures, driving accountability, and managing dependencies across internal teams and external implementation partners
• Serve as the strategic point of contact for executive-level stakeholders, aligning competing priorities while maintaining focus on measurable business outcomes
• Develop and execute comprehensive account strategies covering implementation, adoption plans, success metrics, renewal readiness, and expansion opportunities
• Conduct regular executive business reviews, clearly articulating performance against KPIs, ROI, and strategic impact
• Navigate complex stakeholder dynamics during organizational change or escalation scenarios with sound judgment and diplomacy
• Proactively identify and mitigate risks across all areas of your assigned accounts
• Drive improvements in key metrics including monthly active users, customer satisfaction scores, retention rates, and annual recurring revenue
• Collaborate with Product, Engineering, Sales, and Support teams to ensure seamless customer experience throughout the lifecycle
• Advocate for customer needs internally, providing structured feedback to inform product roadmap and strategic priorities

What We're Looking For

Required Qualifications:

• 5+ years of experience in Customer Success, Account Management, Consulting, or Program Management within Enterprise or Strategic B2B SaaS environments
• Proven track record owning complex, high-value accounts with senior stakeholder engagement at the executive level
• Strong project management capabilities across multi-threaded, high-priority initiatives
• Demonstrated ability to manage renewals, mitigate account risk, and identify expansion opportunities
• Exceptional ownership and accountability, with ability to follow through on commitments independently
• Experience influencing without authority and leading cross-functional teams toward shared objectives

Strongly Preferred:

• Experience working in or with Life Sciences organizations, pharmaceutical companies, or CROs
• Background in Medical Affairs or Clinical Research functions
• Ability to quickly establish credibility in the pharma and biotech space with minimal ramp-up time

Key Attributes:

• Strategic mindset balanced with strong problem-solving abilities
• Executive presence and communication skills appropriate for C-suite interactions
• Comfort operating in ambiguous environments and creating structure where none exists
• Thrives in fast-paced, high-growth environments
• Natural ability to bring order to complex customer situations and drive successful outcomes

How We Work With You

Get A Job.ai represents top-tier companies seeking exceptional talent. When you apply through our platform:

• Our experienced recruiting team will review your background and conduct an initial screening conversation
• We'll prepare and submit qualified candidates directly to our client with a strong recommendation
• We advocate for you throughout the interview process and offer negotiation
• Please do not contact the client directly; all communication should flow through Get A Job.ai to ensure the best candidate experience

Compensation

This role offers a competitive compensation package including base salary, variable commission based on performance, and equity options. Our client provides a full suite of health insurance options, generous paid time off, pre-planned wellness holidays, retirement benefits, professional development stipends, and flexible remote work arrangements.

Get A Job.ai is an equal opportunity employer committed to building a diverse and inclusive team. We welcome applications from candidates of all backgrounds regardless of race, color, ancestry, national origin, religion, disability, sex, age, gender identity, sexual orientation, marital status, veteran status, or any other characteristic protected by law.