Job Summary:

As a Customer Success Manager with McCreadie Group, you’ll serve as a trusted partner to a defined portfolio of customers, focusing on expansion, price increase, and renewal initiatives. You’ll play a vital role in driving Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) by ensuring customers continue to see measurable value, adopt best practices, and strengthen their long-term partnership with McCreadie Group.

The focus of this role is to ensure a McCreadie Group customer has exceptional experience in their interactions with our company and our products, to help them realize the value of their investment in our solution, and to be their internal champion. The Customer Success Manager will work closely with the customers to support them in their goal of building and maintaining a successful pharmacy research practice.

In addition to the externally focused responsibilities associated with customer success management and communication, the person in this role will also collaborate with a cross-functional team to make sure our products meet or exceed our customers’ expectations by providing input into the product development and testing process and assisting with help desk tasks, participating in external communications, and professional services.

Summary of essential job functions

Key Responsibilities

• Manage a portfolio of small to mid-sized accounts to ensure successful adoption, engagement, and renewal.
• Monitor customer health metrics to identify renewal risks early and take corrective action.
• Recommend add-ons, contract expansions, or upgrades based on customer usage patterns or needs.
• Collaborate with the sales team to provide product demonstrations and address potential client inquiries.
• Identify any customer dissatisfaction that may impact contract renewals and recommend strategies to mitigate churn risk.
• Develop a trusted advisor relationship with customers; build and maintain strong, long-lasting customer relationships.
• Monitor and analyze customers’ usage of our product, report on trends to management, provide suggestions based on findings.
• Collaborate and assist in maintaining a library of best practices based on customer interactions and subject matter expertise in collaboration with the other research products team members.
• Travel as needed to represent the Research Product business unit for customer site visits, implementations, and sales and marketing opportunities.

Customer Support and Communications

• Provide technical support for customers using established company processes and tools (Customer Support software, CRM, phone, email).
• Maintain a high standard of responsiveness, ensuring high levels of customer satisfaction with our support experience.
• Provide backup and cross coverage of customer support as needed which may include after normal business hours to support customer across the country and global customers.
• Develop and maintain subject matter expertise in Research Pharmacy by participating in educational opportunities, reading professional publications, maintaining professional networks, and participating in professional organizations.
• Collaborate with the Director of Customer Success, VP of Business Solutions and Research Pharmacy Team to consult with customers on best practices and innovative uses of software features.
• Offer guidance and feedback on all customer and prospect communications, including the McCreadie Group website, newsletters, training, and sales and marketing materials.

Product Development and Testing

• Work with the Research Pharmacy Team and the Development Team on all open issues relating to the Research Product based on feedback provided by Research Product Team members.
• Provide recommendations to the Director of Customer Success relating to the direction of Research Products based on customer feedback and interactions.
• Translate enhancement requests into high-level specs to design company's products as assigned.
• Assist with testing of research product releases and new features in collaboration with the Research Products Team.

Software Implementation, Education and Training

• Provide or assist with customer implementation and training for new Research Product clients as needed.
• Assist in creating and maintaining all user documentation to ensure customers can successfully use the research products.

Other Duties

• Perform other duties as needed

Required Skills, Education and Experience

• Subject matter expertise in research pharmacy (Investigational Drug Services) at clinical sites.
  • Minimum 3 years of relevant pharmacy research experience required and/or
  • Minimum 3 years of Vestigo use.
• Demonstrated ability to manage protocols, amendments, and protocol close out
• Demonstrated ability to operate an IDS service
• Demonstrated superior client relationship management skills
• Familiarity with CRM/CS tools (Salesforce, HubSpot, etc.).
• Strong collaboration skills and eagerness to learn.
• Advanced user of Word, Excel and PowerPoint.
• Excellent organizational skills with ability to work independently and manage projects with many moving parts
• Ability to perform duties in an efficient, professional, and courteous manner
• Excellent written and verbal communication skills
• Must be eligible to work in the U.S.

Desired Skills and Experience

• Certified Pharmacy Technician (CPhT)
• Bachelor’s degree preferred or equivalent practical experience.
• 3–5 years of experience in Customer Success, Account Management, or Professional Services in a SaaS or tech environment.
• Experience in B2B SaaS or tech, managing multiple customer accounts and driving retention and adoption.
• Familiarity with Help Desk processes and software (Kayako, HubSpot etc)
• Experience managing renewals and supporting price increase or expansion initiatives.
• Fluent in French and other languages