{"id":3745906,"url":"https://alion.io/job/instem-customer-success-manager","title":"Customer Success Manager","company":{"id":2133524,"name":"Instem","domain":"instem.com","url":"https://alion.io/company/instem-com","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Cornerstone","truth_index":{"grade":"C","score":62,"open_postings":11,"ghost_share":0.636,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-08T05:47:12Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Boston, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Python","optional":false},{"name":"Salesforce","optional":false},{"name":"SAS","optional":false}],"status":"live","first_seen_at":"2026-04-11T12:00:00Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-08T04:49:32Z","board_verified":true,"closed_at":null,"days_open":210,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":209},"description":"Customer Success Manager Location: Hybrid- Boston (2 days a week in our Boston Office) 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\nOwn and grow relationships across a portfolio of key accounts, engaging stakeholders spanning IT, biostatistics/clinical programming, procurement, and executive sponsors.\nAct as a trusted advisor, understanding each client's evolving statistical computing and clinical data needs and mapping them to d-wise capabilities.\nLead account planning: track renewal timelines, identify upsell/cross-sell opportunities, and coordinate contract renewals and commercial negotiations with sales and legal.\nRun discovery and solution-scoping conversations with clients, translating business and technical requirements into proposed platform configurations and services.\nPartner with delivery, cloud engineering, and support teams to ensure client environments are scoped and configured to meet business needs.\nMonitor account health and proactively address risk areas before they affect renewal or satisfaction.\nServe as the primary escalation point for key account issues, coordinating with support and technical teams through to resolution.\nRelay client feedback to product and marketing teams to help inform the Accel platform roadmap.\nRepresent d-wise at client meetings, industry conferences, and user groups as needed.\nAdherence to the Company’s Quality Management System to ensure that all work is managed Securely, Professionally and Diligently What We’re Looking For\nBachelor's degree in biology, business, computer science, or a related field - or equivalent professional experience.\nSeasoned in account management, solution consulting, technical sales, or customer success; ideally within life sciences, SaaS, or cloud/infrastructure industries.\nWorking knowledge of clinical trial data workflows, biostatistics, or statistical computing environments; comfort discussing SAS and/or R concepts with technical stakeholders.\nExcellent communication and presentation skills, with the ability to translate technical concepts for both technical and non-technical audiences.\nDemonstrated success managing complex client relationships, driving renewals, and identifying account growth opportunities.\nExperience with CRM tools (e.g., Salesforce) and structured account-planning frameworks.\nStrong project management, organizational, and cross-functional collaboration skills.\nAbility 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","description_format":"text","description_chars":5282,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":["401k plan","Dental insurance","Flexible schedule","Growth opportunities","Health insurance","Life insurance","Vision insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Biotechnology","Drug Discovery","Scientific & Lab Software"],"lifecycle":[{"event":"open","at":"2026-11-04T13:21:59Z"}],"visa":[],"liveness":{"score":3,"band":"cold","label":"Long shot","p_open":1,"p_active":0.103,"p_room":0.28,"age_days":210,"expected_fill_days":28,"reasons":["conf:0","stale_co","ghost","win:tail","crowd:"],"computed_at":"2026-11-08T05:47:12Z"},"pay":null,"html_url":"https://alion.io/job/instem-customer-success-manager","json_url":"https://alion.io/job/instem-customer-success-manager.json","meta":{"generated_at":"2026-11-08T08:07:53Z","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":17686,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-09T00:00:00Z"}},"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":2133524},"rest":"https://alion.io/mcp/rest/get_company?id=2133524"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Finstem-customer-success-manager"},{"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%2Finstem-customer-success-manager"},{"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%2Finstem-customer-success-manager"},{"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/instem-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Finstem-customer-success-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3745906}},{"tool":"search_jobs","arguments":{"company":"instem.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3745906},"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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