The Customer Success Manager ensures that clients achieve maximum value from AmpleLogic’s digital solutions after implementation. This role focuses on adoption, satisfaction, renewals, and expansion opportunities. The CSM acts as the long-term partner for clients, guiding them through best practices, continuous improvement, and additional module adoption.
This is a relationship-driven, strategic role essential for building a profitable and sustainable reseller business.
Key Responsibilities
- – Serve as the primary point of contact for assigned clients after go-live.
- – Build strong, trusted relationships with QA, QC, IT, Manufacturing, and leadership teams.
- – Ensure customers fully adopt and utilize implemented modules (eQMS, LIMS, MES, DMS, EMS, etc.).
- – Monitor usage metrics and proactively address adoption gaps.
- – Provide guidance on best practices for digital workflows and compliance.
- – Conduct regular check-ins, business reviews, and performance assessments.
- – Coordinate with technical support and implementation teams to resolve issues.
- – Track and manage customer tickets, ensuring timely and high-quality responses.
- – Escalate critical issues and follow through until resolution.
- – Drive contract renewals by demonstrating value and ROI.
- – Identify upsell opportunities (eLogbook, LMS, EMS, additional QMS modules, etc.).
- – Prepare business cases and collaborate with sales for expansion proposals.
- – Conduct refresher training sessions for end-users and new employees.
- – Provide documentation, guides, and resources to support ongoing usage.
- – Gather customer feedback and translate it into actionable insights.
- – Work with product and implementation teams to improve solutions.
- – Track customer satisfaction and implement improvement plans.
Required Skills & Qualifications
- – Bachelor’s degree in Life Sciences, Engineering, Business, or related field.
- – Experience in pharma, biotech, medical devices, or regulated industries is a strong asset.
- – Familiarity with QMS, LIMS, MES, DMS, or other GxP systems is preferred.
- – Understanding of digital workflows, compliance requirements, and GxP concepts.
- – Ability to interpret usage data and identify improvement opportunities.
- – Comfortable with low-code/no-code platforms (experience with AmpleLogic is a plus).
Soft Skills
- – Excellent communication and relationship-building abilities.
- – Strong problem-solving and analytical thinking.
- – Ability to manage multiple clients and priorities.
- – High emotional intelligence and customer-centric mindset.
- – An ideal candidate is a relationship-driven professional who enjoys helping clients succeed, Someone who understands both technology and regulated industry workflows, a proactive communicator who anticipates needs before they become problems, and is passionate about digital transformation in life sciences.
Additional Information
We are an equal opportunity employer.