Customer Success Manager

Hybrid or Remote Opportunities Available

Overview

Mc3 Partners is partnering with a growing SaaS organization serving highly regulated industries to identify a Customer Success Manager. This role is part of a dynamic Go To Market organization and plays a critical role in delivering exceptional customer experiences, driving platform adoption, and ensuring customers realize maximum value from enterprise SaaS solutions.

The Customer Success Manager partners closely with customers to operationalize products within complex business environments and acts as a trusted advisor throughout the customer lifecycle. This role collaborates cross-functionally with leadership and teams across Sales, Solutions Consulting, Onboarding, Professional Services, Product, Support, and Operations.

What the Day to Day Looks Like

Partner with assigned customer accounts to ensure successful adoption and value realization, supporting renewal and expansion opportunities.

Develop and maintain a deep understanding of customer operational processes to guide product usage and identify growth opportunities.

Manage and drive resolution of open customer items by coordinating with internal stakeholders and providing proactive and clear updates.

Lead recurring operational reviews with customers, including discussions around support tickets, metrics, and overall account performance.

Collaborate with services delivery teams to ensure successful execution of professional services engagements and extended support contracts.

Mentor and support junior Customer Success team members as needed.

Contribute to the development and implementation of systems and tools that provide insight into Customer Success performance and effectiveness.

Required Qualifications

5+ years of experience in Customer Success or a similar customer facing role.

Experience supporting customers in regulated industries such as Life Sciences, Healthcare, or Pharma.

Proven history managing and closing renewal portfolios of $3M or more annually.

Demonstrated ability to generate and close $250K or more in expansion opportunities.

Strong problem solving skills with a commitment to driving issues through resolution.

High level of customer advocacy and passion for helping customers succeed.

Executive presence with the ability to engage and influence stakeholders at all levels.

Exceptional attention to detail and strong organizational skills.

Preferred Qualifications

Experience supporting Life Sciences Clinical Trial Operations.

Direct experience with IAM SaaS solutions.

Experience working in GxP regulated environments including GCP, GMP, or GLP, with an understanding of compliance considerations, validation expectations, and best practices for operating SaaS solutions in regulated settings.

Location

Hybrid options available in
Herndon, VA or Cincinnati, OH with an expectation of being onsite three days per week

Remote opportunities available in
NC, GA, TX, NJ, PA, IL, DC, MD, OH, FL, SC, VA, CO, IN

What’s Offered

Comprehensive benefits and flexible time off plans.

Strong focus on employee development with internal promotion paths, training, and educational assistance.

A collaborative and engaging work environment with team focused social and community events.