Customer Success Manager

Role scope

Customer relationships and consultation

• Build customer relationships, promote and measure platform engagement, and conduct regular ROI meetings to assess delivered value and improvement areas.
• Use product knowledge and technical expertise to recommend best practices based on customer business needs, use cases, success criteria, and data.
• Collect business and user insights, develop account strategies, participate in requirements workshops, and document feedback.
• Advocate for customer needs with internal stakeholders involved in product evolution.

Adoption, retention, and sales support

• Facilitate onboarding and customer change management; monitor usage data and address product-use inefficiencies.
• Identify usage-growth opportunities and at-risk customers, implement retention plans, and provide regular internal updates.
• Supplement first-line support and help customers resolve issues.
• Identify expansion opportunities for the broader account team; support demonstrations, client discussions, and RFP processes.

Continuous improvement and collaboration

• Participate in continuous improvement and help draft service policies, procedures, and work instructions.
• Work with assigned customers and target clients, including leaders and individual contributors in business and technical roles.
• Collaborate with Customer Success, Sales, Global Support, Professional Services, Marketing, Product Management, other departments, clients, and vendors.
• Occasional travel may be required; duties may include other reasonable assignments.

Required qualifications

• Bachelor's degree from a recognized post-secondary institution, or education and experience acceptable to DistillerSR.
• At least 3 to 5 years of applicable work experience, including customer implementation of web-based applications.
• Strong communication, listening, relationship-building, and presentation skills; able to explain complex qualitative information and data clearly.
• Excellent analytical, organizational, and problem-solving skills, attention to detail, and ability to tailor communications to customer needs.
• Able to work independently, proactively solve problems, and establish trusted-advisor relationships.
• Experience defining and documenting business processes and transaction flows; able to oversee multiple accounts, projects, deadlines, and milestones.
• Working knowledge of Microsoft Office and Google Workspace tools, including documents, spreadsheets, presentations, and email.

Preferred qualifications

• Experience with pharma, medical device, nonprofit, academic, or government organizations; regulated industries; software sales; research projects or systematic reviews; DistillerSR products; or life, library, or biosciences.

Compensation

• For candidates based in Canada, expected on-target earnings are CAD $65,191–$94,300; compensation depends on experience, skills, and overall fit.

Benefits and work arrangements

• Flexible work hours and work arrangements, benefits coverage from day one, annual winter shutdown, three weeks of vacation, wellness reimbursement, professional development support, and career growth opportunities.

About DistillerSR