Customer Success Manager

Job Title: Customer Success Manager

Department: Customer Success

Reports to: Senior Director, Evidence Management Practice

Term: Full Time Permanent

Location: Hybrid/Remote

About Us:

Behind every innovative new medical device, new healthcare policy, and research into new treatments, there’s a literature review. At DistillerSR Inc., we’re changing the way that scientific research is conducted. Founded in 2008, DistillerSR is the world’s leading AI-enabled workflow automation and evidence management platform for streamlining the production of critical literature-based health research.

DistillerSR is used by 80% of the top 10 global medical device and pharmaceutical companies to inform life-changing product research, prepare regulatory submissions and to monitor for safety issues with medical products once in market. At DistillerSR, we have three core values: Always Leading, Always Innovating, and Always Trusted. Our amazing team lives these values every day and our customers trust us to bring them innovative, world-leading solutions that power their important work.

About the Role

As a Customer Success Manager at DistillerSR, you will play a key role in driving customer engagement, satisfaction, and retention. You will serve as a trusted advisor to our customers, helping them align their business needs with the capabilities of the DistillerSR platform. Your goal is to ensure customers fully adopt and realize the value of their DistillerSR subscriptions and services. In this role, you will collaborate cross-functionally with teams across the organization to identify opportunities and risks, and to deliver impactful recommendations and solutions that enhance the customer experience. If you’re someone who has demonstrated success in a dynamic, fast-paced environment, we look forward to meeting you!

Duties & Responsibilities

Relationships & Engagement:

• Build and maintain strong relationships with customers to drive long-term customer success and value.
• Engage with customers regularly, promoting and measuring customers’ engagement with the platform as a lever to account retention.
• Conduct regular ROI meetings with customers to assess value delivered and identify areas for improvement.

Consultation:

• Promote customer satisfaction through application of product knowledge and technical expertise.
• Recommend best-practice uses of DistillerSR based on understanding of the customer’s business, use cases, success criteria for getting value, and data.
• Collect key business and user insights, developing strategic plans and a long-term vision for customer accounts.
• Participate in client requirements-gathering workshops, documenting feedback.
• Advocate with DSR internal stakeholders for customer needs in product evolution.

Adoption, Retention, and Expansion:

• Facilitate the onboarding of new customers, supporting customer change management initiatives to adopt DistillerSR.
• Monitor customer usage data and act upon it to resolve product use inefficiencies.
• Identify opportunities to increase product usage.
• Proactively identify at-risk customers. Develop and implement retention plans, maintaining internal visibility through regular updates.
• Supplement the first line of support when necessary, helping customers resolve issues.
• Identify customer expansion opportunities for action by the broader account team, specifically including the Account Executive.
• Support Sales activities such as conducting product demonstrations, participating in client discussions, and RFP processes.

Continuous Improvement:

• Participate in continuous improvement initiatives as required and assist with drafting service-related policies, procedures, and work instructions.

Required Skills & Qualifications

• Bachelor's Degree from a recognized post-secondary institution and/or education and experience acceptable to DistillerSR.
• Minimum 3 to 5 years applicable work experience.
• Experience in working with customers to implement web-based applications.
• Strong communicator, attentive listener, adept relationship-builder with a positive attitude, confidence, tenacity, and trustworthiness.
• Ability to present and communicate complex qualitative information/data in an easily understood format.
• Excellent analytical, organizational and problem-solving skills with strong attention to detail.
• An outstanding ability to understand customer needs and tailor communications to those needs.
• Independent: Problem solver, proactive, thinks on their feet.
• Ability to establish positive relationships and become a trusted advisor.
• Experience defining and documenting business processes and transaction flows.
• Technically minded, with well-developed computer skills, and a working knowledge of the Microsoft Office and Google Workspace tools - including MS Word/Google docs, Excel/Google Sheets, PowerPoint/Google Slides, and Outlook/Gmail.

Preferred Qualifications

• Previous work experience with organizations in pharma, medical device, NFP’s and academic sectors, or governmental agenciesPrevious experience in software salesExperience using DistillerSR products
• Background in life sciences, library sciences or bio sciences
• Experience in research projects or systematic reviews
• Experience in a regulated industry

As part of our recruitment process, we may utilize artificial intelligence tools to support or assist the review of applications. These tools may help us identify candidates whose qualifications best match job requirements.

DistillerSR Inc. is committed to providing a respectful, welcoming, and inclusive work environment where every single employee can bring their full self to work, thrive, and be successful. Please let us know if you need any accommodation during the recruitment process.