Job Description
About Stellix Global Services We collaborate with our customers and technology and service partners with a relentless co-innovation mindset. We solve difficult challenges and deliver sustainable outcomes. If you are a problem solver with a passion for working across multiple technologies and business relationships, we invite you to explore opportunities at Stellix Global Services. The Role We are seeking a Senior Customer Success Manager to play a strategic role in helping clients realize measurable value from our platforms and solutions. This individual will serve as a trusted advisor to customers, ensuring they achieve their desired business outcomes through strong adoption, effective utilization, and long-term partnership. In this role, you will work closely with client stakeholders across Quality, Engineering, and Operations to understand their priorities, challenges, and strategic initiatives. You will then partner cross-functionally with internal Sales, Consulting, and Technical Leadership teams to align solutions, services, and support that deliver meaningful customer value. The Senior Customer Success Manager will also help shape and strengthen our customer success program by developing customer journey maps, leading a structured QBR/QBR-style business review program, and advancing our CSAT strategy to better measure and improve the client experience. This role is also responsible for supporting client retention, expansion, and revenue growth across a portfolio of accounts, in close partnership with Strategic Account Management. The ideal candidate brings a blend of customer success, consultative selling, and industry knowledge, along with experience in life sciences and/or digital systems, and is excited by the opportunity to help build and scale customer success within an entrepreneurial, high-growth organization. As a member of the Customer Success organization, you will contribute to our mission of helping life sciences organizations digitally transform operations and achieve stronger adoption, value realization, and business outcomes. How You’ll Make An Impact Build trusted relationships with clients and serve as a strategic partner throughout their journey Drive adoption, value realization, and long-term success within established accounts Partner with internal teams to align solutions and services with customer goals Support retention and expansion by uncovering opportunities to deepen customer value Create structure and scale within the customer success function through journey mapping, QBRs, and customer feedback programs Translate customer goals into measurable success criteria, KPIs, and business outcomes Influence stakeholders at all levels through strong communication, facilitation, and executive-level presentations Thrive in a fast-paced, collaborative environment while managing multiple priorities across accounts What You’ll Do Develop a deep understanding of each client’s business objectives, operational priorities, and success criteria Partner with technical and consulting teams to define solution scope, align delivery to customer goals, and measure business impact Build and maintain strong relationships with client stakeholders across functions including Quality, Engineering, and Operations Lead proactive account engagement focused on customer adoption, satisfaction, retention, and growth Design and deliver structured Quarterly Business Reviews that highlight progress, outcomes, risks, and future opportunities Develop customer journey maps to improve the overall client experience and identify opportunities to scale best practices Build and enhance a CSAT program to gather actionable feedback and improve customer satisfaction Align system utilization and continuous improvement efforts with client business needs and long-term initiatives Create HyperCare, onboarding, and training plans to support successful go-lives and new user adoption Monitor entitlement utilization and contractual performance to ensure customers receive maximum value from their investment Identify expansion opportunities by developing new use cases and uncovering additional ways to support client operations Collaborate with Strategic Account Management to drive revenue growth across existing accounts Maintain visibility into partner ecosystem opportunities and align relevant solutions to customer challenges Serve as the voice of the customer internally and help shape scalable customer success processes What You’ll Bring 8+ years of experience in customer success, account management, consultative sales, or solution-based client leadership Proven abi