Senior Customer Success Manager

Senior Customer Success Manager Senior Customer Success Manager About Prudentia Sciences Prudentia Sciences is an AI-powered technology platform transforming how biopharma, biotech, and life sciences investors approach portfolio management, due diligence, and value/risk simulation. Our platform accelerates investment in breakthrough therapies by: Empowering biopharma to accelerate drug pipelines, maximize ROI, and achieve clinical and commercial success for greater patient impact Enabling strategic positioning of asset value during portfolio planning and dealmaking Equipping investors with data-driven insights to optimize capital allocation in drug asset transactions Backed by GV (Google Ventures), Iaso Ventures, and Virtue, we’re on a mission to unlock the full potential of pharmaceutical R&D by empowering decision-makers with real-time, data-driven insights. The Opportunity We're looking for a Sr. Customer Success Manager to drive commercial success for enterprise biopharma accounts. You'll be the account owner biopharma customers turn to day-to-day, running onboarding, driving adoption, and closing renewals across your portfolio You will own implementation end-to-end, configuring the platform to fit your customer’s workflows, running training sessions with their teams, and resolving roadblocks to ensure long-term value realization.

What You'll Do Account Delivery Own the full account lifecycle for enterprise biopharma customers, from onboarding and implementation through renewal Design and implement onboarding strategies that compress time-to-value and set the foundation for adoption and growth Lead quarterly business reviews that translate usage data into a clear narrative of value realization Cultivate trusted relationships with platform users and senior stakeholders Drive Adoption and Retention Monitor usage patterns, engagement signals, and business outcomes to proactively grow accounts and manage partnership risk Spot expansion opportunities early and mobilize cross-functional partners and Customer Success leadership to convert them Represent voice of the customer by surfacing and triaging recurring customer questions, friction points, and feature requests to the Product team Provide Technical Support Diagnose and resolve platform issues through systematic troubleshooting, documenting problems clearly and coordinating with Engineering on appropriate resolution paths Develop deep platform expertise that enables you to answer complex technical questions and guide customers through sophisticated workflows Create feedback loops that ensure technical issues inform long-term product improvements