{"id":3171556,"url":"https://alion.io/job/docmatter-senior-customer-success-manager-life-sciences","title":"Senior Customer Success Manager, Life Sciences","company":{"id":677015,"name":"DocMatter","domain":"docmatter.com","url":"https://alion.io/company/docmatter","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Denver, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":120000,"max":190000,"currency":"USD","period":"year","gross":null,"usd_annual":190000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[],"status":"live","first_seen_at":"2026-10-23T18:43:28Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-28T16:02:00Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"DocMatter is an ambitious, growth-stage company that is changing the face of collaboration for the medical community and is hiring exceptional individuals that want to contribute to that mission. We are fast becoming a household name among clinicians worldwide who consistently rely on the DocMatter platform to connect with their peers, learn from experts, gain insights, and stay up to date with the latest clinical data, best practices, and therapeutic innovations in medicine. Our goal is to bring our innovative platform to every clinician in the world.\nWe are looking for a commercially minded, healthcare-experienced operator and strategist who can build account plans from scratch, identify upsell opportunities, and lead senior customer stakeholders with confidence. Success in this role requires ownership, intensity, and the ability to turn DocMatter’s value proposition into measurable customer impact and account growth. As a senior member of our Customer Success Team, you will own account strategy, be accountable for retention and expansion outcomes, and directly influence revenue growth across strategic life sciences customers.\nKey Responsibilities\nStakeholder Relationship Management: Build and maintain strong, trusted relationships with important stakeholders across Medical Affairs and Commercial functions at top-tier life science companies. \nStrategic Account Planning: Develop and execute tailored success plans that align customer business objectives with DocMatter capabilities.\nValue Realization: Drive usage, satisfaction, and measurable value creation through onboarding, enablement, strategic alignment, and ongoing engagement strategies. \nUpsell & Growth Strategy: Identify expansion opportunities within accounts, manage your own upsell efforts and partner with Sales for cross-sell motions and help develop long-term growth roadmaps. \nCross-Functional Collaboration: Partner with Product, Clinical Engagement, Sales and Medical Affairs teams to ensure customer needs are met and exceeded. \nRisk Mitigation: Proactively identify and manage risks to account retention and client satisfaction. \nWithin the first 3 months, you will have:\nMapped every key stakeholder across your accounts and built custom engagement plans that keep them active, informed, and aligned to the specific challenges DocMatter is helping them solve. \nBecome deeply familiar with the paradigm shift your clients are working to drive in healthcare, including the strategic, clinical, organizational, and commercial forces shaping their priorities. \nIdentified the next expansion opportunities within each account, clarified what must happen to make those opportunities successful, and built a practical path to move them forward. \nWhat this role is not\nA reactive customer support role\nA high account volume role. You will be responsible for a small number of clients, each with six-figure ARR and ambitious growth targets, and will be expected to go deep with each account\nAligned to a rigid playbook. You will be expected to exercise creativity in relationship building, account strategy, and execution\nA people management role. You will come in as an individual contributor with account-based milestones, but will need to exercise strong internal collaboration to achieve your goals.\nRequirements\nQualifications\n5+ years in Customer Success, Account Management, or Strategic Partnerships within pharmaceutical, biotech, medical device, digital health, or healthcare SaaS markets. \nDeep understanding of life sciences workflows and operating models across Medical Affairs, Commercial, Clinical Operations, or related functions. \nProven ability to own strategic enterprise accounts, map complex stakeholder ecosystems, and influence senior customer leaders. \nFluent in the enterprise SaaS customer lifecycle, including implementation, onboarding, adoption, value realization, renewal, and expansion. \nTrack record of hitting or exceeding delivery, renewal, expansion, upsell, or account-growth goals in a customer success organization. \nDemonstrated success leading cross-functional initiatives, driving change, and turning ambiguity into measurable customer outcomes. \nStrong executive presence and communication skills, with the ability to engage C-suite executives and senior stakeholders credibly. \nExperience building or shaping customer success playbooks, account plans, team processes, or scalable operating rhythms - not just executing them. \nSuccessful in small, fast-paced teams where initiative, collaboration, intensity, and ownership are non-negotiable. \nLevel of comfort with clinical subject matters and an understanding of physician to physician dialouge.\nNice-to-Haves\nWorked in management consulting, strategy consulting, business operations, or life sciences transformation and produced client-ready analyses, recommendations, or implementation plans. \nBuilt or improved customer-facing processes, playbooks, operating rhythms, or scalable CS motions in a high-growth company where structure was still forming. \nNavigated regulatory, compliance, privacy, or data governance considerations in healthcare or life sciences environments. \nContributed to pricing, packaging, account expansion, or go-to-market strategy for a healthcare, life sciences, or SaaS product. \nLed strategic working sessions with senior Medical Affairs or Commercial stakeholders.\nBenefits\nDocMatter provides a peer-to-peer collaboration platform that facilitates knowledge transfer across a global network of highly engaged healthcare professionals to drive life-changing patient outcomes. We are well on our way, but new hires are early enough that you will still be able to play a pivotal role in advancing our mission.\nOur employees are passionate about elevating the practice of medicine. Come join some of the smartest minds tackling one of the great opportunities to advance the global medical field!\nBenefits\nSeries A equity \nMedical, dental, vision, and life insurance \n401(k) retirement plan \nPTO and company holidays \nWellness stipend \nCompensation\nThe salary range for this position is $120,000-$190,000 annually. Actual compensation will be determined based on factors such as skills, experience, and location. This role may be eligible for other forms of compensation, including a variable bonus, commission, and/or equity awards.","description_format":"text","description_chars":6341,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Life insurance","Retirement plans"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Biotechnology"],"lifecycle":[{"event":"open","at":"2026-10-23T18:43:28Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"Filed H-1B visas in the last two years","filings_12m":0,"filings_prev_12m":3,"green_card_filings_12m":0,"median_offered_wage_usd":null,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":4,"expected_fill_days":29,"reasons":["conf:3","win:early"],"computed_at":"2026-10-28T05:59:10Z"},"pay":{"stated_usd_annual":190000,"is_top_pay":true},"html_url":"https://alion.io/job/docmatter-senior-customer-success-manager-life-sciences","json_url":"https://alion.io/job/docmatter-senior-customer-success-manager-life-sciences.json","meta":{"generated_at":"2026-10-28T19:08:22Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":26221,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":677015},"rest":"https://alion.io/mcp/rest/get_company?id=677015"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdocmatter-senior-customer-success-manager-life-sciences"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdocmatter-senior-customer-success-manager-life-sciences"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdocmatter-senior-customer-success-manager-life-sciences"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/docmatter-senior-customer-success-manager-life-sciences\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdocmatter-senior-customer-success-manager-life-sciences"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3171556}},{"tool":"search_jobs","arguments":{"company":"docmatter.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3171556},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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