Customer Success Specialist

1. About Our Client:

The organization provides Manufacturing Execution Systems (MES) specifically designed for the life sciences sector, including pharmaceuticals, biotechnology, cell and gene therapy, and medical devices. Its main product is a web-based MES that supports compliance, control, and execution in regulated Good Manufacturing Practice (GMP) facilities. The solution is deployed in over 100 validated sites with more than 25,000 users across 15 countries, making it one of the widely used MES platforms in this industry.

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1. About the Opportunity:

The Customer Success Specialist will act as the primary contact for customers, ensuring their success and satisfaction with the organization's software products. This role focuses on building trusted relationships, driving product adoption, and helping customers achieve value from the MES solution. It blends technical knowledge with proactive support and cross-functional collaboration to maintain strong, long-term customer partnerships.

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1. Responsibilities:

• Serve as primary contact and trusted advisor for assigned customer accounts  
• Develop and maintain account plans aligned with customer business goals and technical environments  
• Create success plans and ROI analyses to promote product adoption and alignment with manufacturing objectives  
• Identify and qualify opportunities for expansion at existing customer sites  
• Lead monthly check-ins and business reviews to highlight ROI and provide optimization insights  
• Monitor customer engagement and satisfaction, addressing risks and leading resolution efforts  
• Design and execute customer feedback initiatives such as NPS surveys and health checks  
• Oversee support escalations, guiding prioritization and resolution of critical issues  
• Collaborate on customer-facing events and develop support resources to build a user community  
• Work cross-functionally with Support, Product Management, Engineering, Training, and Sales teams  
• Travel approximately 10-15% for site visits, conferences, and events

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1. Requirements:

• Minimum 5 years experience managing client relationships  
• Expertise in FDA-regulated Life Sciences, Biotech, or Pharma Manufacturing environments  
• Familiarity with digital manufacturing platforms such as MES, ERP, LIMS, or QMS  
• Strong interpersonal skills with ability to build trust and influence without authority  
• Excellent written and verbal communication adaptable to both technical and business audiences  
• Proven problem-solving and organizational skills with ability to multitask  
• Experience with CRM, help desk systems, and analytics tools  
• Ability to translate customer needs into actionable insights for internal teams  
• Customer-focused mindset with passion for supporting organizational success  
• Bachelor's degree in business, technology, or related field, or equivalent experience

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1. Pay Range and Compensation Package:

• Estimated base salary range is USD 90,000 to USD 110,000 per year  
• Eligibility for participation in a profit-sharing bonus plan  
• Final offer will vary based on work location, experience, and other factors

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1. Benefits & Perks:

• Eligibility for a comprehensive benefits package including medical, dental, vision, life insurance, short/long term disability, and 401(k) plan with company match  
• Paid time off and other employee benefits

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Equal Opportunity Statement:

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

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Note:

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company's career page or ATS.