Customer Success Manager - Life Sciences Cloud

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Customer Success Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. Overview of the Role The Success Manager Life Sciences demonstrates deep business and industry in Life Sciences, along with Saelsforce product knowledge to partner with customers and guide them to accelerate business value and return from their investment with Salesforce. In this role, the Success Manager will serve as a trusted advisor to our clients across pharmaceutical, biotech, and medical device sectors. You will bridge the gap between technical architecture and complex regulatory/clinical requirements, ensuring clients optimise their product usage while adhering to strict compliance standards (e.g., GxP, HIPAA, 21 CFR Part 11). They are aligned at the key partner levels, building and encouraging positive relationships to help customers progress on their digital journey. Success Managers work directly with customers that can vary in their market segment, size, solution complexity and life cycle, depending on the customer's needs. The ideal Success Manager will possess both a Cloud specialisation and Life Sciences industry skills that enable them to speak the customer language. Responsibilities • Use our Customer Success Methodology to understand their goals, assess their capabilities, and provide recommendations to help them accelerate the achievement of their business and technology objectives • Develop an understanding and knowledge of customers' Salesforce implementation and evangelise the capabilities of Salesforce across all of our Clouds • Guide a customer on organisational strategy, governance and organisational change standard processes based on customer needs • Demonstrate hands-on Salesforce product knowledge by applying platform features and functions to customer business priorities and roadmap • Proactively identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan • Produce and implement a comprehensive adoption path showing the current state, target future state with a timeline, and an underlying enablement plan • Deliver business value and innovation to a customer's business by understanding our customers' key business challenges and potential for growth • Build and cultivate executive-level relationships with the customer's IT and business executive leadership, sponsors, and decision-makers to solidify our partnership and dedication to the customer business and IT sponsors and collaborators • Work with the account team and Salesforce Executives, optimally network within accounts from the executive level down, to help customers work towards their goals • When appropriate, recommend additional Salesforce services and advisory experts needed to drive success • Proactively communicate technical product changes, degradations, outages, end of life and other relevant updates Required Qualifications • Experienced professional with 7-10 years of relevant Life Sciences, Pharmaceutical, Biotech, or MedTech industry expertise