Senior Customer Success Manager

DocMatter is an ambitious, growth-stage company that is changing the face of collaboration for the medical community and is hiring exceptional individuals that want to contribute to that mission. We are fast becoming a household name among clinicians worldwide who consistently rely on the DocMatter platform to connect with their peers, learn from experts, gain insights, and stay up to date with the latest clinical data, best practices, and therapeutic innovations in medicine. Our goal is to bring our innovative platform to every clinician in the world.

As a senior member of our Customer Success Team you will be responsible for leading account strategy and providing ongoing support to our customers in the life sciences space.

We are building true partnerships with our customers. To be successful in this role, you must have an exceptional ability to translate the DocMatter value proposition into actionable account plans and collaborate effectively with the teams implementing and supporting these account plans, while maintaining relationships with senior customer stakeholders.

Key Responsibilities

• Executive Relationship Management: Build and maintain strong, trusted relationships with senior stakeholders across Medical Affairs and Commercial functions at top-tier life science companies. 

• Strategic Account Planning: Develop and execute tailored success plans that align customer business objectives with DocMatter capabilities. 

• Value Realization: Drive usage, satisfaction, and measurable value creation through onboarding, enablement, strategic alignment, and ongoing engagement strategies. 

• Upsell & Growth Strategy: Identify expansion opportunities within accounts, partner with Sales for upsell and cross-sell motions, and help develop long-term growth roadmaps. 

• Cross-Functional Collaboration: Partner with Product, Clinical Engagement, Sales and Medical Affairs teams to ensure customer needs are met and exceeded. 

• Lifecycle Management: Lead QBRs, executive check-ins and reporting 

• Risk Mitigation: Proactively identify and manage risks to contractaccount retention and client satisfaction. 

Requirements

Qualifications 

• 5+ years of experience in Customer Success, Account Management, or Strategic Partnerships with experience working in the pharmaceutical or life sciences industries. 

• Deep understanding of the internal operations and approaches to decision making of life sciences companies from both the Medical and Commercial perspectives. 

• Experience mapping and managing relationships with front-line individual contributors, managers, and senior and executive-level stakeholders.  

• Strong knowledge of the enterprise SaaS customer lifecycle—including onboarding, adoption, value realization, renewal, and expansion phases—and how to apply customer success methodologies across each. 

• Track record of meeting client revenue targets. 

• Strong strategic critical thinking and problem-solving skills. 

• Excellent communication, presentation, and interpersonal skills. 
• Highly agile thinker—comfortable adapting strategies quickly, operating in ambiguity, and iterating in response to real-time feedback. 
• Strong track record of success in small, fast-paced teams where collaboration, initiative, and ownership are critical. 
• Bachelor’s degree required. 

Benefits

DocMatter provides a peer-to-peer collaboration platform that facilitates knowledge transfer across a global network of highly engaged healthcare professionals to drive life-changing patient outcomes. We are well on our way, but new hires are early enough that you will still be able to play a pivotal role in advancing our mission. 

Our employees are passionate about elevating the practice of medicine and our leadership team has a breadth of experience across industry, software, and research. Come join some of the smartest minds tackling one of the great opportunities to advance the global medical field 
 

• Benefits
  • Series A equity
  • Medical, dental, vision, and life insurance
  • 401(k) retirement plan
  • PTO and company holidays
  • Fitness stipend

• Compensation
  • The base salary range for this position is $110,000–$180,000 annually. Actual compensation will be determined based on factors such as skills, experience, and location. This role may be eligible for other forms of compensation, including a variable bonus and/or equity awards.