Senior Manager, Customer Success

Senior Manager, Customer Success

At Ostro, we are transforming how life sciences connect with the people who need their innovations most. We help millions live healthier lives by bridging the gap between those who make medicines, treatments, and diagnosticsand those who take them.

Our patent-pending AI technology powers personalized healthcare journeys that make access to trusted information as seamless and intuitive as the best consumer experiences. As the leader in AI-powered omnichannel engagement for life sciences, Ostro is trusted by a majority of the world's top 20 pharmaceutical companies.

We are not your typical life sciences company. Our team brings together experts from leading healthcare and life sciences organizations alongside product and engineering talent from some of the world's most innovative technology companies. This mix of scientific, regulatory, and consumer expertise allows us to reimagine how information flows between patients, providers, and the brands that serve them.

We are a remote-first team united by curiosity, honesty, and a shared passion for improving healthcare. We call ourselves Ostronautsexplorers building the future of life sciences together. If you thrive in a collaborative, fast-moving environment and want your work to make a measurable impact on global health, come join us as we shape the next era of intelligent life sciences commercialization.

Put people first, win as a team, act with urgency and scrappiness, embrace ambiguity fearlessly, deliver customer happiness, drive for solutions, and assume positive intent.

As a Senior Manager, Customer Success, you will have expert experience in client services. You're an individual who can demonstrate your effectiveness in driving innovative and proven strategies to help grow our client's ROI. You will excel at articulating our client's brand vision and objectives to our internal teams while maintaining responsibility for all client relationships. We are hopeful that you will bring our core values to life as we work together to innovate how our clients engage with their customers in the future.

In this role you will need to understand the client's business, industry, competitors, key drivers, environment, etc. You will work relentlessly to identify opportunities to bring value to our client's businesses. You bring a proactive & strategic approach to the development of the account plan for each client. You're able to articulate the client's strategy to internal organizations to influence the product roadmap. You will manage tight deadlines and exceed client expectations with attention to detail and flawless execution. You also have the ability to handle large scope execution and support for our clients' budgets.

Requirements: The value you will bring!

• 4-6 years of experience in pharmaceutical or life sciences account management and strategy development
• Digital marketing agency or consultancy experience
• Proven experience managing $2M in Annual Recurring Revenue (ARR)
• Ability to individually handle a $800k renewal for any one account
• Strong understanding of your accounts current standing in the marketplace as well as their competitors
• Proven experience as a strategic partner with the ability to map customer's strategies to product capabilities
• Familiar working with the product organization to influence the future roadmap with product features and key requirements
• Managed a team of Associates and/or Managers
• Can manage a system of business processes ensuring compliance and continual improvement of such processes
• Bachelor's Degree, or equivalent experience
• Ability to travel at least once a quarter per client or as needed

Perks of being an Ostronaut:

• Impacting the future of healthcare - your innovations could very likely become the new norm for millions of people.
• Working alongside the founders of the company. If you have any entrepreneurial desire to start your own company in the future, you will see first-hand what it takes.
• 100% fully remote but with frequent opportunities to collaborate in-person.
• Technology & office setup reimbursement.
• Freedom and responsibility to structure your work as you desire. We measure output and results and believe freedom allows for maximum ability.
• Unlimited PTO, plus two extended company-wide closures per year!
• Family leave: up to 10 weeks of 100% paid salary.
• Open communication - we believe in being transparent and radically honest with no retaliation.
• Competitive salary and equity.
• Medical/dental/vision benefits and more.

Compensation: The salary range estimate for this position is $114,200- $126,900 USD + commission, bonus, and equity. These numbers are based on our compensation philosophy and US national averages since, as a fully remote company, we do not adjust compensation based on location.

Ostro's goal is to provide an inclusive and equitable work environment for current and future Ostronauts. In support of our core value of practicing radical honesty, we display our salary range for each job posting across all US locations, whether or not we are required to do so. Within that range, actual compensation is determined by several factors, including but not limited to skills, job expectations, and relevant training.

Our People team can share more information on our compensation philosophy, during initial interviews. Please note that the compensation details listed in US role postings reflect the base salary only and do not include equity and benefits.

This role has an opportunity to make an immense impact on our growth, so if you are a take action individual we are excited to hear from you!