Customer Success Manager

About the Role

Zifo is seeking a dedicated Customer Success Manager (CSM) to join its commercial team based in South San Francisco, CA. This position involves engaging with Enterprise Pharmaceutical, Biotech, and Life Sciences clients to actively manage accounts, nurture long-term partnerships, and explore new revenue opportunities within existing customer portfolios.

Key Responsibilities

• Collaborate closely with Customer Success and Delivery teams to initiate engagement with new clients, business units, or products.
• Comprehend and fulfill both explicit and implicit customer expectations and requirements to ensure satisfaction with Zifo's offerings.
• Oversee the liaison between customers and Zifo's internal teams, maintaining alignment with the company’s culture and values.
• Coordinate with Service Delivery Management for smooth project transitions from account mining phases to project execution.
• Conduct proactive account mining by expanding relationships beyond current contacts and working with Client Partners on strategic business plans.
• Lead or partner in responding to Requests for Proposals (RFPs) with cross-functional collaboration spanning Customer Success, Service Delivery, Product Partnership, and subject matter experts across locations.
• Identify and recommend value additions that generate measurable return on investment (ROI) for customers.
• Own accountability for achieving positive business outcomes stemming from the relationship between Zifo and its clients.
• Build and sustain strong relationships, transforming clients into advocates and managing multiple stakeholders within the customer base.
• Manage contract renewals ensuring continued business engagements with customers.
• Organize Steering Committee meetings and prepare presentations with cooperation from Zifo's executive leadership.
• Monitor industry trends and provide consultative guidance to customers.
• Recommend best practices internally and in customer interactions to promote continuous improvement and excellence.

Required Qualifications and Skills

• Minimum 2 years of Customer Success Management or Account Management experience in software services or products, or at least 3 years consulting experience in Life Sciences.
• Strong project management skills, excellent verbal and written communication, and confident presentation abilities.
• Exceptional attention to detail and capability to manage multiple tasks at different complexity levels.
• Proactive self-starter with effective prioritization skills to manage critical daily responsibilities.
• Strong organizational skills combined with the ability to work productively within a team.
• Ability to influence and nurture customer relationships, drive desired actions, and constructively challenge clients when needed.

Additional Information

Location: San Francisco, CA (relocation assistance not provided).

Company Culture and Benefits

Zifo fosters a culture of curiosity and teamwork, emphasizing passionate learning within the scientific and technological domains. Serving primarily Pharma, Biotech, Manufacturing QC, Medical Devices, and specialty chemicals sectors, Zifo partners with 18 of the Top 20 Biopharma companies globally. Candidates with backgrounds in Biotechnology, Pharmaceutical Technology, Biomedical Engineering, Microbiology, or related scientific disciplines are ideal.

Benefits include competitive pay, accrued vacation, medical, dental and vision insurance, 401(k) with company match, life insurance, and flexible spending accounts.

Zifo values diversity and is an equal opportunity employer, prohibiting discrimination based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.