Customer Success Manager

At Epikast, our mission is to redefine how biopharmaceutical companies engage with their most important stakeholders: patients, caregivers, and physicians.

We are an American company that partners with pharmaceutical companies based in the US, in order to inform physicians of the latest scientific trends and help patients appropriately manage their disease. The AI and Machine Learning we develop, enables us to offer best-in-class virtual services.

As our client portfolio grows, we are looking for a Customer Success Managerto help turn new partnerships into successful delivery and shape how our Customer Success function operates as we scale.

The role

Working closely with the VP of Customer Success, you will own the planning and execution of client onboarding and delivery projects, coordinate work across internal teams, and help build the processes that support consistent, high-quality execution.

This is a hands-on role for someone who combines strong project management with sound judgment and relationship-building skills. You will be comfortable bringing structure to evolving situations, driving work forward across teams, and engaging confidently with clients. You will lead specific project workstreams and client project updates, working in partnership with the VP of Customer Success, on overall account strategy.

Key responsibilities

Lead client onboarding and project delivery

• Translate agreed client commitments into clear delivery plans, with defined milestones, responsibilities, dependencies and measures of success.
• Coordinate onboarding and ongoing client projects across Operations, IT/Engineering, HR, Business Development and other relevant teams, ensuring readiness for launch and effective handovers.
• Drive progress against plans, manage dependencies and hold teams accountable for agreed actions and timelines.
• Anticipate bottlenecks and resolve delivery issues with the relevant teams, escalating to the VP of Customer Success when decisions or additional support are needed.
• Maintain a clear view of project status, risks and outstanding decisions across client projects, keeping internal stakeholders and clients informed.

Help build a scalable Customer Success function

• Work with the VP of Customer Success to develop and improve practical processes for onboarding, account management, reporting, client reviews and issue resolution.
• Create reusable tools, templates and documentation that improve consistency and make it easier to manage a growing client portfolio.
• Establish clear handovers and ways of working across teams so that client commitments have accountable owners and timely follow-through. Identify recurring delivery challenges and use lessons from individual projects to improve these processes.

Contribute to client relationships and demonstrate value

• Prepare clear client presentations and review materials that communicate progress, performance and recommended next steps.
• Prepare and lead client project updates and specific workstream discussions, ensuring clear communication, agreed next steps and follow-through.
• Work with internal teams to monitor performance against agreed KPIs, interpret results and recommend actions to improve delivery and client value.
• Develop a strong understanding of Epikast’s services and clients’ objectives to support relevant, well-informed communication.
• Contribute to internal presentations and leadership updates on client progress and delivery.

What we are looking for

• At least 5 years of experience in management consulting, client services, or a commercial role within the pharmaceutical industry.
• A track record of managing projects involving multiple teams, competing priorities and external stakeholders.
• Strong organisational skills, attention to detail and the ability to translate broad objectives into practical plans.
• Initiative and ownership: you identify what needs to happen, bring the right people together and follow through, exercising sound judgment on when to seek guidance or escalate.
• Experience creating or improving processes, with a practical approach suited to a growing business.
• Clear, confident communication, with the ability to lead project discussions, manage delivery expectations and handle challenges professionally.
• Confidence working with performance data and translating findings into clear recommendations, reports and presentations.
• A collaborative approach and comfort with ambiguity, changing priorities and taking on a varied role in a growing team.

We celebrate unconventional ideas and approaches, a patient-centric mindset, and a culture of excellence and continuous improvement. If that sounds like something you’d like to be a part of, please consider joining our team!