Job Description

Customer Success Manager

Location: Hybrid/Remote: The successful candidate can work on a Hybrid/Remote basis, reporting into one of our offices located in Pennsylvania or North Carolina.

Status: Permanent

Package: Competitive Salary, Remote/Home Working (with one-off allowance), Flexible Working, (2 Days in the office for our Hybrid workers) Development & Opportunity (Personal & Technical), Medical Insurance, Dental Insurance, Vision Insurance, Life Insurance, Long Term & Short-Term Disability Insurance, Generous 401K (matching) Plan, Flexible Spending Account, Health Savings Account, 15 Days' Vacation + Plus Public Holidays + Buy and Sell Scheme.

d-wise, an Instem company, designs, deploys, and supports validated cloud infrastructure for life-sciences and clinical trial organizations. Our flagship product, Accel, is a turn-key, validated Statistical Computing Environment (SCE) built on AWS and pre-loaded with SAS, R, Python, and Posit tools; giving biostatisticians and clinical programmers a secure, compliant, and high-performance environment for clinical data analysis and regulatory submission.

Our Culture & Work Environment.

You’ll be part of a friendly, solutions-focused environment within a global business of over 400 people. Here, you’ll experience a high-performance culture balanced with genuine flexibility - we trust you to take ownership, deliver meaningful results, and work in a way that suits you.

You’ll be encouraged to grow, share your ideas, and make a real impact. We’re passionate about creating a place where you can develop your skills, contribute confidently, and succeed in your career.

Why join us as a Customer Success Manager?

We're looking for a Customer Success Manager to own the relationship and technical success of a portfolio of strategic d-wise clients (typically pharmaceutical, biotech, and CRO organizations). This is a hybrid role: part commercial account management (retention, growth, renewals) and part solution consulting (understanding client workflows, scoping platform configurations, and partnering with delivery and sales teams to ensure the solution keeps meeting client needs). You'll be the client's primary point of contact and internal advocate, translating between business stakeholders and technical teams to keep accounts healthy and growing.

What You’ll Be Doing

• Own and grow relationships across a portfolio of key accounts, engaging stakeholders spanning IT, biostatistics/clinical programming, procurement, and executive sponsors.
• Act as a trusted advisor, understanding each client's evolving statistical computing and clinical data needs and mapping them to d-wise capabilities.
• Lead account planning: track renewal timelines, identify upsell/cross-sell opportunities, and coordinate contract renewals and commercial negotiations with sales and legal.
• Run discovery and solution-scoping conversations with clients, translating business and technical requirements into proposed platform configurations and services.
• Partner with delivery, cloud engineering, and support teams to ensure client environments are scoped and configured to meet business needs.
• Monitor account health and proactively address risk areas before they affect renewal or satisfaction.
• Serve as the primary escalation point for key account issues, coordinating with support and technical teams through to resolution.
• Relay client feedback to product and marketing teams to help inform the Accel platform roadmap.
• Represent d-wise at client meetings, industry conferences, and user groups as needed.
• Adherence to the Company’s Quality Management System to ensure that all work is managed Securely, Professionally and Diligently

What We’re Looking For

• Bachelor's degree in biology, business, computer science, or a related field — or equivalent professional experience.
• Seasoned in account management, solution consulting, technical sales, or customer success; ideally within life sciences, SaaS, or cloud/infrastructure industries.
• Working knowledge of clinical trial data workflows, biostatistics, or statistical computing environments; comfort discussing SAS and/or R concepts with technical stakeholders.
• Excellent communication and presentation skills, with the ability to translate technical concepts for both technical and non-technical audiences.
• Demonstrated success managing complex client relationships, driving renewals, and identifying account growth opportunities.
• Experience with CRM tools (e.g., Salesforce) and structured account-planning frameworks.
• Strong project management, organizational, and cross-functional collaboration skills.
• Ability to travel periodically for client meetings and industry events.

Ready to Make a Difference?

Join a team that values your perspective and supports your growth, while helping shape the future of life sciences. Apply now - we’d love to hear from you, and our Talent team will be in touch.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Instem stores and processes data using an Applicant Tracking System (ATS). For more information regarding our privacy policy use the following link: https://www.instem.com/privacy/ #LI-KL #LI-HYBRID